Customer Care Specialist

October 31

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Granicus

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Cloud Computing • Streaming Media • Webcasting • Government Transparency • communications

501 - 1000

Description

• Serving the People Who Serve the People • Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry. • Responsible for managing customer care requests and coordinating their resolution with internal partner teams. • Your role will extend beyond day-to-day support to include handling escalated and complex cases. • Pivotal role in managing executive customer relationships, ensuring priority treatment and resolution of issues. • Moderate the Granicus govCommunities, contributing to community engagement and knowledge sharing while addressing complex customer inquiries.

Requirements

• 2 years of experience in Customer Care, Technical Support, or Customer Success, with a proven track record in case management and escalation handling. • A strong commitment to delivering exceptional customer service, with the ability to manage complex cases and advocate for customers. • Exceptional communication abilities, both verbal and written, with experience in addressing high-level stakeholders and managing sensitive escalations. • Strong ability to work cross-functionally with internal teams to resolve cases and escalate issues as needed. • Demonstrated experience in troubleshooting complex issues and providing solutions in fast-paced environments. • Leadership Experience: Experience managing high-profile or executive customer relationships, handling escalations, and coordinating resolutions across departments. • Familiarity with SaaS products, cloud services, or digital engagement platforms. • Experience in identifying and implementing process improvements to enhance service quality and customer satisfaction. • A forward-thinking, solution-oriented mindset with a strong focus on improving customer satisfaction. • Ability to manage high-stakes situations with poise, ensuring swift and thoughtful responses to executive escalations. • A deep understanding of customer needs, with the ability to act as both a case manager and advocate for the customer experience.