14 Apr
Customer Service Rep-I
Vacancy expired!
- Works to resolve general, low complexity client issues related to payroll and platformthrough support customer inquiries via phone, email, and chat.
- Organizes and prioritizes work to ensure timely, effective, efficient, and economicdelivery of services.
- Manages open cases to ensure problem resolution in the shortest amount of time,while keeping clients regularly informed of status and anticipated resolution date.
- Documents all customer interactions in the CRM system.
- Ensures proper triage, escalation and resolution of more sophisticated inquiries to theappropriate Tier 2 COE.
- Responsible for taking initiative and action towards professional development,including staying informed of statutory and regulatory payroll and compliance
- Responsible for consistently meeting established key performance indicator metricsas defined by management and being accountable to client’s customer retention andcustomer satisfaction goals.
- Provides accurate information in a friendly, professional, and empathetic mannertranslating to a positive customer experience.
- Delivers excellent core standard services to customers through providing dependable,accurate, appropriate, timely, and easy-to-use value-added solutions to meet their
- Other projects and responsibilities may be added at the manager’s discretion.
- Education: Bachelor’s degree desired; or equivalent education/work experience
- Minimum 2 year of customer service and/or payroll experience.Training Requirements (licenses, programs, or certificates): NoneOther Knowledge, Skills and Abilities:
- Knowledge in payroll and compliance management.
- Knowledge of and ability to explain and provide guidance on clients’ payroll, benefitbilling, reporting and best practices in operations.
- Knowledge and strong understanding of client’s practices, policies, processes,systems capabilities and limitations.
- Knowledge of contact center technologies (Telephony, CRM, Call Monitoring,Workforce Management).
- Fluency in English, bilingual a plus.
- Top notch customer service skills.
- Strong verbal and written communication skills.
- Strong time management skills.
- Proficient in Microsoft Office Suite, PeopleSoft and SalesForce.
- Ability to maintain confidentiality of corporate data.
- Ability to adapt to a fast paced constantly evolving business and work environment.
- Ability to meet customer needs taking ownership for customer satisfaction andgaining the partnership of others in pursuit of company goals.
- Ability to multi-task, prioritize and complete requests and assignments in a timely
- Ability to work independently to resolve issues and in a team office environment; tocommunicate expertly across many organizational levels and functions; to buildrapport with stakeholders
- A demonstrated commitment to high professional ethical standards and a diverse
- Minimal travel required.
- Work in clean, pleasant, and comfortable office setting.
- The work environment characteristics described here are representative of those anemployee encounters while performing the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to perform theessential functions
Vacancy expired!