Position Summary
The Client Care Specialist (CCS) is the primary contact for established GovDelivery clients and is responsible for addressing their phone, email and online requests for assistance with the GovDelvery EDSM system. As a subject matter expert, the CCS will develop a thorough understanding of all GovDelivery functionality and processes and employ that knowledge to provide outstanding customer service.
Essential Functions |
Percent of time |
|
Utilize the GovDelivery platform and CRM tools to assist clients with questions, concerns, system issues and best practices. Consistently demonstrate professionalism, follow-through and ownership.
|
60% |
As necessary, escalate issues to the proper team(s) and ensure that all stakeholders, including clients, remain updated and engaged. |
20% |
Carefully document all client contact and related activities to allow for accurate reporting and the identification of trends and potential system enhancements. |
10% |
Work with the Client Care, Software Maintenance & Support, Technical Operations and Implementation & Training teams to continually improve processes and enhance efficiency to consistently meet client SLA and exceed client expectations. |
5% |
Assist other functional areas, e.g. Marketing, Implementation, etc. with projects as requested and as time allows. |
5% |
|
100% |
Required Skills
The ideal candidate will meet all of the following requirements
- Call center experience
- Detailed knowledge of help desk software, Salesforce.com Service and Support preferred
- A passion for customer service and empathy for the needs and expectations of customers
- Excellent oral and written communication skills
- Strong attention to detail and accuracy
- Skilled at building and maintaining team relationships
- Ability to engage a global perspective to discern potential impacts and opportunities during the client care process
- Well-developed problem-solving skills
- Sound business judgment
- A positive attitude and a flexible approach
- Personable and approachable
Preferred Skills
The ideal candidate will meet most of the following requirements
- Software as a Service (SaaS) support experience
- GovDelivery EDSM experience
Education Requirements
- Post-secondary degree or past work equivalent
Compensation
This position is critical to the success of our business and the compensation package will be tailored to the candidate commensurate with candidate's experience and skills. Benefits include paid vacation and holidays, medical and dental plan, and matching 401(k).
To apply for this position, send your resume to:
GovDelivery, Inc.
Attn: Human Resources
408 St. Peter Street, Suite 600
Saint Paul, MN 55102
-or-
careers@govdelivery.com
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