What are the responsibilities and job description for the Customer Service Specialist position at NEOGOV?
Please note this is an onsite role Mon-Fri at the Draper, Utah office.
NEOGOV is a proud AI-Enabled SaaS leader in the Public Sector & Public Safety space with a mission to serve the people who serve the people. Our clients use our software to streamline everyday processes NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide.
For more than 25 years, we’ve helped agencies streamline critical workforce and operational processes through an integrated, intelligent platform. From hiring and onboarding to employee growth, retention, compliance, and public safety operations, our solutions support the full employee lifecycle. Guided by our mission to serve the people who serve the people, we combine innovation, customer focus, and purpose-driven technology to help build stronger communities.
The Customer Service Specialist is an essential member of the Customer Support team, which is our front line serving the people who serve the people! You are the voice of NEOGOV providing world-class product support to all NEOGOV customers via phone calls, virtual meetings, and emails. You also collaborate with and support other departments to create high quality experiences for our customers. If you are passionate about excellence and helping others, you’ll fit right in!
This posting is for an existing vacancy.
Listen attentively to customers to understand what they are trying to accomplish with our products (Active Listening & Effective Questioning).
Provide guidance, training, and troubleshooting services to resolve issues and/or empower customers to be effective and efficient in using our products.
Provide service in written form and/or speak with the customer to help resolve issues, answer questions, and/or provide guidance on how best to use our products for customers contacting us via email or other digital channels.
Provide on-going service and follow-up communication for situations which require more than one contact with a customer.
Keep your knowledge up to date about changes to our products so you understand the changes before they are released to our customers.
Continue learning and practicing with our products to grow your product knowledge to the advanced or expert level.
Further investigate reported issues, and execute standard operating procedures which may include replicating the issue in a test environment, researching solutions, and/or documenting the scenario for escalating to the next level of support.
Create and update cases in our case management software (currently Salesforce) with details about each interaction with a customer, including documenting a synopsis of the situation, the category of situation, and the ultimate resolution.
Learn and execute new and existing standard operating procedures to provide effective, efficient, and high-quality service.
Engage with your team members and in our team activities – fun & work combined!
Contribute to our positive work environment.
Provide constructive feedback to help our team continue being successful.
Grow with NEOGOV as we keep growing.
An engaged team player with a positive and helpful attitude
An effective communicator
Self-starter who takes the initiative to learn, practice, and improve
A continuous learner and an empathetic problem-solver
Authentic and passionate about high-quality service
Hard worker capable of smoothly riding the ebbs and flows of fluctuating volumes of customer requests
What You Have
Bachelor’s Degree or 1 years’ experience in a customer support / training / implementation role – bonus points for experience supporting a Software As A Service (SaaS) product – extra bonus points for HR and/or Public Safety software
Effective decision-making skills
Solid analytical skills
Time management skill and are technically savvy
Competitive Wages
Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
Generous PTO to support work-life balance
401K Matching
12-week Paid Parental Leave
Autonomy to grow and find your career path with supportive leadership
Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office
On-site gym in the Draper office
Inclusive and diverse work environment
NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.