Direct Client Service Specialist I at Vermont DMV managing daily mail operations and providing customer service. Requires strong attention to detail and independent decision - making within the Montpelier office.
About the role
- Manager of Client Support overseeing a team providing software support for Facil-IT clients. Leading operations and mentoring staff in a hybrid/remote work environment.
Responsibilities
- Managing a team of software support agents who work directly with clients in supporting their use of the Facil-IT software application.
- Deploying a flexible analytical skill set, holding teams and individuals accountable to critical deadlines.
- Fostering a collaborative cross functional approach to supporting clients.
- Mentoring and developing the support team.
- Utilizing the ZenDesk Support Software as the primary case management and support center telephony solution.
- Creating better modes of operations to make client service easier for both team members and clients.
- Observing performance of team members to identify their strengths and weaknesses and develop improvement plans.
- Providing assistance to new team members as they build product knowledge by giving personal coaching.
- Attending client escalations as needed to help resolve complaints.
- Creating and implementing work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
Requirements
- Bachelor’s degree and a minimum of 2 years of experience in software support.
- Must be a self-starter that can work independently.
- Must be passionate about client support and have a strong desire to excel.
- Excellent skills for communicating and relating with both staff members and customers.
- Good interpersonal skills to create a cordial relationship with team members.
- Ability to multitask.
- Have good temperate to handle disputes and emergencies.
- Must be comfortable working within a face paced, ever changing environment.
- Must be proficient with ZenDesk (or equivalent software) and MS Office products.
Benefits
- Competitive compensation plan.
- 401(K) Contribution.
- Employer-paid benefits: health, dental, and vision.
- Professional development plans.
- Monthly work from home stipend.
- Career progression/internal mobility opportunities.
- Inclusive work environment.
- Volunteering opportunities.
- Company/team building events.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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