Customer Care Specialist

Job description

Description Vector Solutions empowers everyday heroes with intelligent software that helps them make safer, smarter, and better decisions—providing critical knowledge when and how they need it. Our work spans learning, workforce management, risk reduction, and more, all to elevate the safety and success of our clients and the communities they serve. The Customer Care Specialist is the first point of contact for inbound client and internal team inquiries, helping customers maximize the value of our software and ensuring their satisfaction. Using empathy, curiosity, and problem-solving skills, they troubleshoot and resolve complex issues, prioritize and escalate as needed, and act as the customer’s advocate—collaborating with internal teams to deliver optimal solutions and an exceptional experience. What You’ll Do: - Serve as first-level contact for agency administrators. - Respond promptly to client requests, maintaining professional, frequent communication to resolve or escalate issues. - Track, route, and escalate problems to the correct resources using CRM and ticketing systems to manage support requests via phone, email, and chat. - Clearly communicate action steps and resolutio...