Client Success Representative 1

Overview 

Client Success Representatives 1 at VT work in a dynamic technical environment providing outstanding customer service and technical support to our clients. With frequently changing client and industry requirements, CSRs primarily engage in web-based written and verbal support, customer consulting, product training and testing. Exceptional computer aptitude and experience in collections and the accounts receivable industry are beneficial. This position requires strong communication skills, the ability to learn quickly, and an aptitude for working both independently and as part of a team. CSR responsibilities also include reviewing, editing and writing instructional materials and other technical documentation. Although rare, some business travel may be needed. 

Major Responsibilities

• Provide outstanding customer service as measured by department metrics (GTA, NPS, annual support agreement renewal, etc.).
• Troubleshoot and resolve incidents via the telephone and email.
• Thoroughly document all support incidents and resolutions.
• Support ticket management and follow-up.
• Provide tailored technical consultation to conform with customers’ workflow, industry standards, and legal guidelines.
• Review, edit, and write instructional materials.
• Test existing and new programming when required.
• Document all work activities accordingly.
• Provide customer training as needed.
• Provide other customer consultations as needed.
• Other responsibilities as assigned.

Knowledge

• Customer service strategy.
• Training and teaching strategies.
• Learning strategies.
• MS Windows environment.
• MS Office Suite and Corel WordPerfect.
• Continuously growing knowledge of the collections industry.
• Continuously growing knowledge of VT products and services.
• Apptivo CRM software or industry equivalent preferred.
• Knowledge of Jira issue tracking software or industry equivalent preferred.
• Knowledge of the Credit Collections industry preferred.

Skills

• Outstanding computer aptitude.
• Self-learning skills.
• Superior written and verbal communication expertise.
• Critical thinking.
• Troubleshooting ability.
• Complex problem-solving ability.
• Active listening skills.
• The ability to remain calm in a high-pressure, deadline-intensive work environment.

Abilities/Attributes

• Fast and continuous learner.
• Calm and upbeat personality.
• Self-driven/motivated.
• Hard worker.
• Adaptable.
• Flexible.
• Inductive and deductive reasoning.
• Tolerance for ambiguity.
• Creativity.
• A need for achievement.
• Adherence to rules and protocols.
• Team player.
• Near vision.