Customer Support Representative OQ / VeriSource

What that means day-to-day:

• Handle inbound and outbound customer interactions via phone, email, and live chat
• Provide professional, empathetic, and accurate support across all communication channels
• Resolve product, process, and technical issues while maintaining high customer satisfaction

• Support the Record of Evaluation (ROE) process and related workflows
• Assist with DOT Drug & Alcohol compliance questions and processes
• Guide evaluators through application setup, system navigation, and mobile app usage
• Support OQ candidates with questions related to training, tasks, and qualification requirements
• Assist with assigning training for Common Covered Tasks required in the OQ process
• Manage and prioritize time-sensitive requests, including ROE rush requests

• Track customer inquiries and feedback to identify trends and improvement opportunities
• Proactively monitor customer health and escalate risks as needed
• Encourage product adoption by sharing best practices and optimization strategies
• Partner with internal teams to resolve escalations and improve the end-to-end customer experience

• Accurately document all customer interactions in Salesforce (or CRM)
• Maintain detailed case notes, follow-ups, and resolution tracking
• Contribute insights to improve processes, knowledge bases, and support workflows

What you’ll need to be successful:

• High School Diploma or GED required
• 1+ year of customer service or customer support experience (call center or SaaS environment preferred)
• Typing speed of 40+ WPM
• Proficiency with Microsoft Office tools
• Experience using Salesforce or a CRM system preferred

• Ability to learn quickly with strong self-learning capabilities
• Open to feedback and committed to continuous improvement
• Strong problem-solving skills with perseverance through resolution
• Customer-first mindset with a high level of ownership and accountability
• Excellent written and verbal communication skills
• Comfortable managing customers and contractors by phone, chat, and email
• Highly collaborative team player with adaptability to changing workloads and processes
• Strong organizational skills and attention to detail
• Self-motivated, dependable, and focused on delivering positive customer outcomes

• Ability to work 8-hour shifts including weekday and occasional weekend coverage, within a service coverage window of 6:00 a.m. to 7:00 p.m., based on business needs
• Shift schedules may vary and are subject to change to support customer demand, operational coverage, and future growth
• Willingness to maintain scheduling flexibility with reasonable notice

What you’ll get in return:

• Work with a global team! We have colleagues and customers across North America and overseas.
• Veriforce is a great place to work! Our leaders and teams cite culture as one of the top reasons this is a great place to build your career.
• Veriforce provides
  • 100% paid employee medical and dental insurance
  • Monthly contributions to Health Savings Accounts
  • A 401(k) match that is immediately fully vested
  • Outstanding time off benefits
  • Paid time off for volunteer activities
  • Remote work