Customer Care Representative

Customer Care Representative

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia, and Bangalore, India.

We are looking for best-in-class product education professionals to help us take our training delivery to the next level.

The Customer Care Representative role is designed to be a customer-facing position, providing front-line communication for all client inquiries. This position is designed to provide best-in-class customer service, focusing on quick resolution through proper delegation. Attention to detail and excellent communication skills are a must, as well as the ability to collaborate and work with other LiveVox teams daily.

Responsibilities & Impact

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions:

- Reply to customer inquiries in a timely and courteous manner with accurate and up-to-date information
- Build troubleshooting tickets through our in-house Customer Relationship Management (CRM) software
- Possess the ability to think critically and meet deadlines
- Work with executive-level employees (both internally and externally) in order to set expectations and provide feedback
- Understand when to engage with higher-tier resources in order to resolve a problem
- Learn LiveVox technology, policies, and procedures in a timely manner and be able to demonstrate this knowledge at will
- Identify and triage technical and non-technical problems in a professional manner to ensure that our customers reach their proper destination
- Utilize available resources to further personal product knowledge, as well as share with customer base
- Flexibility to work outside of standard work hours (weekends and holidays)

Required Education and Experience
- Bachelor’s Degree in a business-related discipline (will consider relevant educational background or experience in lieu of degree)
- Team player
- Passion for assisting customer needs
- Ability to maintain a positive and professional attitude at all times
- Ability to multitask
- Salesforce/Jira experience preferred
- Excellent written and spoken communication skills
- Ability to learn proprietary software
- Completion of a three-week LiveVox-sponsored training program, culminating in a product demonstration of this job.

Preferred Experience
- 1+ years of customer service experience
- 1+ years of experience within the SaaS Industry

Supervisory Responsibility

This position will not have any direct supervisory responsibilities.

Work Environment

All LiveVox jobs are currently 'Work From Home' until further notice due to the pandemic. Our offices are currently available for teammates who live near and wish to work in the office, following distancing protocols. This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Position Type/Expected Hours of Work

This position has the potential to require long hours and some weekend work.

Travel

Travel may be required, primarily local and during the business day, although some projects or conferences may require out-of-the-area and overnight travel.

Important Facts about LiveVox as an Employer

LiveVox is proud to be an equal opportunity workplace and an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We're always looking to bring smart, talented people with diverse backgrounds, interests, and experiences to join our team. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.