Customer Support Representative I

Title of Position: Customer Support Representative I

Organizational Relationship: Reports to Customer Support Team Lead / Manager

Job Family: Customer Success

Managerial Responsibilities: None

Classification: Nonexempt / Full-Time

Location Considerations: Strong preference for candidates residing in Georgia, Utah, or Indiana Location:

General Summary

Customer Support Representatives (CSRs) deliver customer service, primarily by phone, as the first point of customer contact for general inquiries regarding our software. CSRs build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty. CSRs work with the Support team and cross-department teams to answer customer inquiries and provide solutions to customer problems.

Duties & Responsibilities

• Answer customer inquiries and resolve routine customer problems regarding technical issues and dental claims, utilizing the Call Center telephone queue system/process.
• Meet quality and quantity requirements for call volume and information/data accuracy.
• Own the solution for customers, the first time. Escalate inquiries as necessary, but continue to ensure customer satisfaction with support provided.
• Document customer cases accurately in the CRM system.
• Maintain knowledge of and familiarity with Vyne products and services sufficient to perform duties.
• Maintain regular/consistent attendance to service customers/clients.
• Respond to inquiries as a positive and empathetic customer advocate.
• Actively participate as a positive team player within the department and company
• Consistently demonstrate the core values of Vyne
• Other duties as assigned
  
  

Physical Demand

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Security Role / Responsibility

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.
  
  

Qualifications

Education, Knowledge, Skills & Abilities

• High School diploma or GED equivalent.
• Entry-level role within a call center environment.
• Strong customer service skills and professional phone etiquette
• Possess a strong Customer Service mentality and passion for solving problems for people.
• Basic problem solving and knowledge discovery skills.
• Basic knowledge of Microsoft Office products; knowledge of Customer Relationship Management (CRM) systems a plus.
• Ability to work under direct supervision across multiple platforms simultaneously.
• Professional written, verbal, and interpersonal skills.
• Goal-driven, flexible approach to ongoing changes, coachable, and accountable.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
  
  

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.