Customer Care Specialist

VGM Forbin provides website development digital marketing and managed IT solutions for the healthcare banking retail automotive and many other industries. The Customer Care Specialist is a highly engaged team member responsible for providing quality service to our customers while supporting business needs. A Customer Care Specialist (CCS) is the main point of contact for VGM Forbin customers who may be experiencing web-related issues or have questions about sales billing and more. The CCS will play a key role in our day-to-day client needs communicating with both internal and external teams and leading various projects.

As a valued member of the Forbin team this individual will be supported in continuous development while being challenged to solve problems and improve efficiency. Major characteristics that will help in this role include a positive attitude drive and self-motivation as well as a natural strength in providing friendly service.

Reporting Accountability: Director of Project Management

Working Location:Waterloo Iowa with expectation to be onsite at least 4 days a week. Must be within commutable distance to VGM headquarters.

Working Hours Classification: Full time Monday-Friday 8:00am-5:00pm

Responsibilities/Duties of the Job

The Customer Care Specialist serves as the primary point of contact for valued VGM Forbin customers addressing their needs providing expert communication and guidance.

• Provide high-quality service to customers primarily via ticketing systems phones and email communication.
• Respond to customer inquiries professionally and in a timely manner. Own proactive communication with the client and team until the question is answered or issue is resolved.
• Identify concerns or issues and escalate as needed to appropriate team members following through until resolution.
• Work directly with clients and the production team to guide and execute requested changes.
• Collaborate with sales billing production technical and cross-functional teams to ensure seamless customer experience.
• Document errors requests technical issues compliments complaints and fixes in ticketing system(s).
• Maintain expert-level knowledge of Content Management System (VPanel) and provide training to customers and internal stakeholders developing and documenting training resources for internal and external use.
• Identify customers needs to take proactive steps to maintain positive experiences.
• Help to foster loyalty among existing customers to increase the average lifetime value.
• Implement customer care processes and systems conducting research and making recommendations to improve customer care processes workflows and efficiency.
• Analyze customer feedback and take proactive steps to support the enhancement of products or fix customer issues.
• Work with production on quality assurance reviews before site Go-Lives.
• Support Forbin leadership in communication and outreach efforts.
• Assist in planning and executing projects for clients or for internal business needs.
• Perform other duties and complete other projects as assigned.

Position Qualifications

Education/Experience:

• Previous customer service experience with a dedication to providing a meaningful and memorable client experience.
• Experience with project management tools to assist with project development and communication to internal team. This includes Atlassian products (ServiceDesk)and Kaseya (Autotask) and internal tools (FRED).
• Experience prioritizing tasks and adapting as needed to meet customer needs.
• Associate or bachelors degree preferred.
• High School diploma required or equivalent education and experience.

Skills and competencies:

• MS Excel Word Outlook and Power Point proficiency.
• A highly adaptable attitude with the ability to change direction quickly.
• Excellent organizational skills with strong attentionto detail.
• Proactive and self-motivated with an ability to take direction in a very fast paced environment with a calm service-oriented demeanor.
• Work ethically and with integrity including maintaining client and firm confidentiality.
• Professional service-oriented attitude with calm pleasant and business-appropriate phone manners.
• Exemplary verbal and written communication skills with the ability to communicate in a clear professional manner.
• Ability to work independently and learn quickly as well as work collaboratively within a team environment. Team Player mindset and doing whatever is needed big or small.
• Willingness to learn and succeed.

Physical Requirements:

• Operation of office equipment and using technology efficiently such as computers phones misc. office equipment.
• Visual abilities to include reading distance vision and peripheral vision.
• Moving throughout the VGM facilities when needed.

Whats more At VGM Group we are 100% employee owned.

Click to view more about VGM!

Headquartered in Waterloo Iowa VGM is a 100% employee-owned company providing business and professional services to thousands of business customers across North America. Services include group purchasing commercial insurance management of healthcare services and networks in post-acute cases healthcare distribution direct to patient homes specialty consulting online education digital print and traditional marketing and more. VGM employs approximately 1700 people across 40 states and Canada with more than 1100 working in Iowa. VGM has been named the Top Workplace in Iowa on multiple occasions and is proud of its role in the communities in which it serves. For more information visit .

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex pregnancy national origin disability genetic information military or veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.