Customer Care Specialist

• Locations 1100 W. Traverse Parkway, Lehi, UT, 84043, US (Remote)
• Short Term Incentive No
• Long Term Incentive No
• Commission No
• Work Arrangement Remote
• Budgeted Salary Currency USD
• Minimum Salary 50,000
• Maximum Salary 60,000
• Legal Employer Xactware Solutions, Inc.
• Disclaimer Annualized base pay may vary depending on geographic location, job-related knowledge, skills, and experience

Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist . In this role, you will serve as a key point of contact across the customer lifecycle—assisting, advising, and engaging customers through service, account coordination, payment processing and sales enablement activities.

This role combines frontline customer interaction, account management support, and revenue-generating activities. You will partner across teams to ensure customer needs are met, issues are resolved efficiently, and opportunities to improve customer value and satisfaction are identified and acted upon.

A successful candidate will demonstrate strong communication, problem-solving, and customer engagement skills, along with the ability to balance service excellence with business outcomes.

Position is eligible for a performance bonus, in addition to base salary.

Responsibilities

Customer Support & Issue Resolution

• Provide prompt, professional, and efficient service to customers via phone, email, and chat channels.
• Troubleshoot and resolve inside sales, billing and account-related issues, escalating when necessary.
• Resolve basic to moderately complex customer concerns and route issues to the appropriate teams when needed.
• Educate customers on product functionality, best practices, and available resources.

Customer Experience & Relationship Management

• Serve as a trusted point of contact for customers, ensuring a high-quality experience across all touchpoints.
• Build and maintain positive relationships with customers, supporting account needs and ongoing engagement.
• Identify trends, recurring issues, and customer feedback to improve processes and products.
• Engage with prospective and current customers to identify needs and recommend appropriate products or solutions.
• Proactively follow up with leads, demo requests, and inbound inquiries to drive conversion and adoption.
• Assist customers with onboarding activities such as account setup, product registration, and upgrades.
• Promote additional services, training opportunities, and solutions that enhance customer outcomes.

Account Coordination & Operational Support

• Support account-related activities including entitlement management, account updates, and coordination with internal systems.
• Document all customer interactions, activities, and outcomes in appropriate systems (e.g., Zuora, Salesforce)
• Maintain accurate records of customer communications, orders, and service activity.
• Assist with training coordination, and customer follow-up activities.
• Collaborate with sales, support, product, and implementation teams to deliver seamless customer experiences.
• Participate in ongoing training, coaching, and knowledge-sharing initiatives.
• Contribute to process improvements, workflow efficiencies, and service quality enhancements.
• Support department goals and special projects as assigned.

Qualifications

• High school diploma or equivalent required; bachelor’s degree or relevant experience preferred.
• 2+ years of experience in customer service, technical support, sales, or account management roles (or equivalent combination).
• Strong customer service orientation with proven ability to meet or exceed service quality expectations.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong problem-solving, analytical, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM systems (e.g., Salesforce) and Microsoft Office tools preferred.
• Familiarity with software solutions and ability to quickly learn new technologies.
• Knowledge of insurance claims processes or property estimating solutions a plus.

Success Profile

• Delivers a consistently high-quality customer experience across all channels
• Resolves customer issues efficiently while maintaining ownership and accountability
• Identifies opportunities to improve customer outcomes and drive additional value
• Balances service excellence with sales awareness and business objectives
• Collaborates effectively across teams to remove friction and improve workflows

Additional Information

• General office or remote working environment
• May require occasional extended hours or schedule flexibility based on customer demand.
• This job description does not list all duties and may be revised at any time by management.

About Us

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer, testaments to the value we place on workplace culture.

We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

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Marketing Solutions — delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.