Customer Service Representative responsibilities include managing inquiries via phone, email, and chat in a fun - forward culture. Requires experience in customer service, particularly in call center environments.
About the role
- Customer Support Manager at NetVendor managing support operations for client success. Drive operational excellence and client relationship management in a hybrid setting.
Responsibilities
- Develop comprehensive understanding of NetVendor's products and its applications to better support clients and internal teams
- Manage and optimize the customer support function, ensuring timely and accurate handling of requests, tickets, and escalations
- Maintain and grow client relationships while ensuring their needs are met effectively
- Address and resolve any issues or concerns that arise, ensuring satisfaction and smooth operations
- Manage client expectations and align them with company capabilities to ensure realistic goals and successful outcomes
- Monitor and report on operational KPIs including response time, resolution rate, retention, and customer satisfaction
- Develop and implement process improvements to enhance service delivery and client experience
- Collaborate closely with the Customer Relationship Managers to align service delivery with customer expectations and overall customer health
- Use analytics to identify recurring issues and propose long-term solutions
- Own the customer feedback and review process, driving improvements based on insights
- Additional responsibilities as assigned
Requirements
- At least two years of experience in customer support, operations, or service delivery
- Strong communication skills—both written and verbal—with excellent presentation and active listening abilities
- Analytical and process-oriented mindset with experience reading and interpreting customer health metrics and service dashboards
- Detail-oriented with strong problem-solving and critical thinking skills; ability to troubleshoot issues and work through configuration problems
- Proficient with Microsoft Office (Word, Excel, Outlook) and able to quickly learn new software systems; experience with SaaS or property management platforms preferred
- Comfortable with basic IT concepts including user permissions and role-based access systems
- Ability to prioritize effectively and perform under pressure in a fast-paced environment while maintaining quality assurance standards
- Strong interpersonal and collaboration skills with the ability to set expectations, provide and receive feedback, and work across teams
- Self-motivated and independent; comfortable working both autonomously and as part of a collaborative team
- Experience creating training materials or developing content a plus
Benefits
- Medical, Dental, and Vision Insurance including HSA Option
- Short-term disability insurance
- Basic life insurance
- 7 paid holidays
- 401(k) with company match
- Maternity leave
- Employee Assistance Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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