Customer Support Specialist

Paylocity; Región Centro; Presencial; MXN 346.500 - 519.750; Jornada completa

Descripción de la vacante

A cloud-based HR solutions provider is seeking a Support Specialist I to act as the front-line support for clients regarding Spending Accounts and COBRA. The role demands strong customer service skills and technical expertise to resolve inquiries efficiently. Candidates should have an Associate's degree and at least 1 year of client service experience. This position offers full-time work and benefits, ideal for individuals who excel in fast-paced environments.

Formación

• 1+ years demonstrated Client/Customer Service experience.
• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season.

Responsabilidades

• Provides support to client employees with inquiries about their spending accounts.
• Utilize critical thinking and problem-solving skills to troubleshoot and resolve questions.
• Achieves objectives by gathering pertinent data and executing a course of action.

Conocimientos

Client/Customer Service experience

Intermediate computer skills

Bi-lingual Fluency Spanish and English

Call Center Experience

Educación

Associate's degree

Herramientas

Microsoft Office

Descripción del empleo

Overview

Description Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

Paylocity is committed to helping its employees succeed, with strong benefits and career development opportunities.

Position Overview

Position Overview The Support Specialist I plays a pivotal role within our organization, acting as the front-line support and dedicated resource for employees of Paylocity\'s Spending Accounts and COBRA clients. In this role, you will receive, prioritize, document, and actively resolve client requests from an inbound call center (and/or email) queue, ensuring the highest level of customer satisfaction. As a Support Specialist I, you will provide support for client employee Spending Account and COBRA participants, answering questions about their accounts, plans, processes, platform navigation/usage, etc. This position requires a combination of technical expertise, strong customer service skills, and the ability to apply critical thinking to troubleshoot and resolve client inquiries.

Responsibilities

• Provides support to client employees with inquiries about their spending accounts, COBRA services/coverage and/or systems access/functions/navigation tied to these topics
• Establishes intra- and interdepartmental relationships to prioritize needs, communicate status and timing expectations.
• Determines the scope of customer requirements to support responding to inbound inquiries regarding Spending Accounts and COBRA; Utilize critical thinking and problem-solving skills to troubleshoot and resolve questions, striving for prompt and accurate solutions.
• Achieves objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action
• Demonstrate strong ownership of cases; ensure prompt resolution and minimizing aging cases or open items.
• Maintain high inbound call availability to support customers
• Gather pertinent data, identify options, and recommend courses of action to achieve customer objectives.
• Contribute to resolving challenging cases through effective de-escalation and problem-solving techniques.
• Demonstrate strong ownership and follow-through of cases, ensuring prompt resolution and minimizing aging cases or open items.
• Customer Service Excellence: Demonstrate exceptional customer service skills in all interactions with clients (verbal and written), ensuring their needs are met to their satisfaction.
• Supports key back-office/compliance items such as HSA account Identity Verification

Requirements

• Associate\'s degree
• 1+ years demonstrated Client/Customer Service experience.
• Intermediate computer skills with the ability to utilize multiple resources while in tandem advising live on calls.
• Familiarity and comfort with web-based applications
• Intermediate experience with Microsoft Office, especially Microsoft Excel.
• Basic project management abilities specifically related to managing high volume client requests and solutions.
• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season.

Preferred Skills

• Call Center Experience
• Bi-lingual Fluency Spanish and English
• Healthcare and welfare benefits concepts
• Demonstrated High-Volume Customer/Client first call resolution

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact [e-mail]. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

Base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers