Customer Support Representative OQ / VeriSource Full Time NEW

Employment Type: Permanent

Location: Remote, United States

Compensation: $18.00 – $20.00 / hour

Description

At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we’re making workplaces safer every day.

At Veriforce, stellar customer service is foundational to the customer experience. We empower our customers through timely, accurate, and human-centered support. Our goal is to build trust, drive adoption, and ensure customers achieve maximum value from our products.

As a Customer Support Representative (OQ / VeriSource), you will serve as a key point of contact for customers, evaluators, contractors, and OQ candidates. You will support the Operator Qualification (OQ) and VeriSource platforms by handling inbound and outbound communications via phone, email, and chat, while ensuring issues are resolved efficiently, professionally, and with a strong sense of ownership.

What That Means Day-to-day

Customer Support & Communication

• 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

OQ / VeriSource Program Support

• 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

Customer Success & Collaboration

• 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

Systems & Documentation

• 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

Qualifications

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

Skills & Competencies

• 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

Work Schedule & Availability

• 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

Here are just a few of the great reasons you should join our team!

• 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

All job offers will be contingent on successful completion of a background check.