Customer Support Representative
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Job Description
Customer Support Representative supporting contractors on Veriforce’s compliance and risk-management SaaS platform. Resolving technical, product, and compliance inquiries through phone, email, and chat.
Responsibilities:
- Handle inbound and outbound customer interactions via phone, email, and live chat
- Provide professional, empathetic, and accurate support
- Resolve product, process, and technical issues
- Troubleshoot problems and guide customers through solutions for the CompliancePro (CPro) platform
- Provide product and service information
- Help customers navigate systems, platforms, and services
- Address compliance, training, and requirements inquiries
- Manage complex contractor name changes and account mergers
- Track customer inquiries and feedback to identify trends and improvement opportunities
- Monitor customer health and escalate risks as needed
- Encourage product adoption through best practices and optimization strategies
- Partner with internal teams on escalations and customer experience improvements
- Document customer interactions in Salesforce or a CRM
- Maintain case notes, follow-ups, and resolution tracking
- Contribute insights to processes, knowledge bases, and support workflows
Requirements:
- Fluency in written and verbal Spanish
- High School Diploma or GED required
- 1+ year of customer service or customer support experience
- Typing speed of 40+ WPM
- Proficiency with Microsoft Office tools
- Experience using Salesforce or a CRM system preferred
- Excellent written and verbal communication skills
- Ability to learn quickly and self-learn
- Comfortable managing customers and contractors by phone, chat, and email
- Customer-first mindset with ownership and accountability
- Collaborative and adaptable to changing workloads and processes
- Open to feedback and committed to continuous improvement
- Self-motivated, dependable, and focused on positive customer outcomes
- Strong problem-solving skills, perseverance, and attention to detail
- Strong interpersonal skills
- Ability to work 8-hour weekday shifts within 5:00 a.m.–7:00 p.m. CT
- Ability to work weekends as needed within 5:00 a.m.–7:00 p.m. CT
- Willingness to maintain scheduling flexibility with reasonable notice
Benefits:
- Work with a global team
- 100% employer-paid medical and dental insurance for employees
- Monthly contributions to Health Savings Accounts
- 401(k) match that is immediately fully vested
- Outstanding time off benefits
- Paid time off for volunteer activities
- Remote work opportunities
- Background check contingent on job offer
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