Customer Service Representative

Greenkey Resources LLC; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Greenkey Resources LLC in Tampa, FL is seeking a Customer Service Representative to join a growing SaaS team on a hybrid schedule. You will assist small business clients with HR policies, payroll, and benefits, handling inquiries with professionalism and empathy.

You'll participate in training, support customer retention, and contribute to process improvements while working with a diverse client base including senior executives.

Qualifications

• Bachelor's degree required.
• 5+ years of professional customer service experience, preferably in B2B SaaS.
• Experience in payroll, benefits, and HR administration.
• Strong written and verbal communication skills with attention to detail.
• Spanish language proficiency or other second language skills are a plus.

Responsibilities

• Manage inbound inquiries via phone, email, and chat, ensuring timely and effective resolution.
• Provide guidance on HR policies, payroll, benefits, and reporting integrations.
• Troubleshoot and resolve customer issues, utilizing available resources effectively.
• Maintain a queue of open issues, delivering solutions within established timelines.
• Display professionalism and compassion in handling sensitive customer matters.
• Assist in customer retention efforts and recommend improvements to processes and products.
• Participate in training sessions to enhance product knowledge and customer service skills.

Skills

Customer service excellence

Communication skills

Empathy

Problem solving

B2B SaaS experience

Education

Bachelor of Arts (BA) degree

Job description

Customer Service Representative Overview

• The Customer Service Representative role offers a hybrid work schedule with two onsite days weekly, providing flexibility and work-life balance.


• Support small business clients in resolving inquiries related to HR policies, payroll, and benefits administration.


• Collaborate with a growing SaaS company known for its positive work environment and professional development opportunities.


• Handle sensitive customer matters with professionalism and empathy, ensuring high-quality service delivery.


• Participate in comprehensive training to enhance product knowledge and customer interaction skills.


• Contribute to customer retention strategies and provide feedback for process improvements.


• Engage in creative problem-solving to address customer concerns effectively and efficiently.


• Work with a diverse customer base, including senior executives, to manage HR-related inquiries and integrations.

Customer Service Representative Key Responsibilities & Duties

• Manage inbound inquiries via phone, email, and chat, ensuring timely and effective resolution.


• Provide guidance on HR policies, payroll, benefits, and reporting integrations.


• Troubleshoot and resolve customer issues, utilizing available resources effectively.


• Maintain a queue of open issues, delivering solutions within established timelines.


• Display professionalism and compassion in handling sensitive customer matters.


• Assist in customer retention efforts and recommend improvements to processes and products.


• Participate in training sessions to enhance product knowledge and customer service skills.


• Perform additional duties as assigned to support the customer service team.

Customer Service Representative Job Requirements

• Bachelor of Arts (BA) degree required.


• Minimum of 5 years of professional customer service experience, preferably in B2B SaaS or contact center environments.


• Experience in payroll, benefits, and/or HR administration is essential.


• Strong written and verbal communication skills with attention to detail.


• Ability to handle challenging situations with empathy and professionalism.


• Aptitude for learning new products and explaining complex topics in simple terms.


• Proven ability to organize and prioritize workload effectively.


• Spanish language proficiency or other second language skills are a plus.