Customer Service Specialist 1
Location: Herndon, VA
Reports to: Customer Support Manager
Primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs, as well as interfacing with team members within the ViON Support Center.
- Taking first customer call, gaining all pertinent case information,and then ensuring internal escalation to appropriate engineers for customer resolution.
- Customer follow-up, including surveys and satisfaction and end-to-end case resolution, management and monitoring.
- Crisis management, pro-active Sales notification and all other customer satisfaction duties and responsibilities.
- Good customer services skills,
- Proficiency with Microsoft Office applications, like MS Word and MS Outlook,
- Experience working with case management systems i.e. Salesforce
- Ability to work in a team environment.
- Position is OVERNIGHT