Customer Support Representative

Orion Associates Incorporated; Golden Valley, Northern (MN, KY); Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Paid Time Off including 16 hours of PA

401K with employer matching

Supplemental Insurance

Pet Insurance

Childcare at Corporate Office

Pet-Friendly Offices

Company events and perks

MERSC Discounts

Job summary

Orion Associates is hiring a Customer Support Representative - Tier 1 to handle inquiries from external stakeholders across Self-Directed Services within the Orion ISO and Morning Sun Financial Services companies.

You will respond to calls and emails promptly, resolve tickets within 24 hours, and guide customers through onboarding to our systems, collaborating across departments to ensure timely resolutions.

Qualifications

• Proficiency in spoken and written English.
• High school diploma required; college degree preferred.

Responsibilities

• Answer all incoming calls and emails as the highest priority.
• Ensure all tickets are addressed within 24 hours of creation.
• Provide general support for time entry concerns with EVV or timesheets.
• Assist customers with onboarding to our system and processes.
• Navigate customer files to provide information and reship documents as needed.
• Work with other departments to resolve customer issues end-to-end.

Skills

English proficiency

Education

High school diploma

AA/College degree preferred

Job description

Orion Associates provides business management services like Payroll administration, Training, Human Resources, and more for our various other companies: Meridian Services, Zenith Services, Morning Sun Financial Services, and Little Stars. All of our companies work together to administer high quality professional services for staff while also supporting people with disabilities, the elderly, and their families.

Schedule

Monday-Friday typical daytime business hours. Eligible to work from home up to 2 days/week after 90 days of employment.

Wage

$23.50 hourly including Full-Time benefits

Job Summary

The Customer Support Representative - Tier 1 is responsible for fielding and resolving customer’s, identified as external stakeholders, requests and inquiries concerning various departments within Self-Directed Services in the Orion ISO and Morning Sun Financial Services companies. Tier 1 supports have been identified as those customer reach outs that take approximately 10 minutes or less, though may take longer depending on the nature of the concerns. The Customer Support Representative - Tier 1 will partner internally and externally for timely resolution of customer issues from start to finish; duties and processes include the below essential job duties.

• The highest priority is to answer all incoming calls and emails.
• Ensure all assigned tickets are addressed within 24 hours of creation and follow-up on outstanding tickets.
• Know and answer any general process or system questions.
• Provide general support to time entry concerns with EVV or timesheets.
• Support customer needs with using and navigating organizational systems.
• Navigate customer files to provide information, send or resend documentation, and support customer needs
• Support customers with onboarding to our system and processes.
• Work within the customer service team and various departments to provide timely resolution to customer needs.
• Provide customers with new and reoccurring communications.

Required Qualifications

• Proficiency in spoken and written English communication
• High school diploma
• Must possess the ability to deal tactfully with staff, participants, family members, visitors, State and County representatives, other professionals in the field, and the general public.
• Successful clearance of Department of Human Services background check
• Successful clearance of Motor Vehicle Background Check and acceptable driving record per Company Policy

Preferred Qualifications

• AA or college degree preferred.
• 1-2 years of customer service related experience preferred.

Orion Associates Benefits and Perks Include

• Medical, Dental, and Vision insurance offered
• Paid Time Off including 16 hours of Paid Volunteer Time
• 401K plan with employer matching after 1 year
• Supplemental Insurance and Pet Insurance offered
• Childcare at Corporate Office for Employees
• Pet-Friendly Corporate Offices
• Fun events including: Annual Company Picnic, Wednesday Snack Days at Corporate Office, Annual Summer Bags Tournament, and more!
• MERSC Discounts at MN Events and Businesses

Orion Associates Benefits and Perks Include

• Medical, Dental, and Vision insurance offered
• Paid Time Off including 16 hours of Paid Volunteer Time
• Paid Volunteer Time
• 401K plan with employer matching after 1 year
• Supplemental Insurance and Pet Insurance offered
• Childcare at Corporate Office for Employees
• Pet-Friendly Corporate Offices
• Fun events including: Annual Company Picnic, Wednesday Snack Days at Corporate Office, Annual Summer Bags Tournament, and more!
• MERSC Discounts at MN Events and Businesses

Orion Associates has been recognized for its commitment to a healthy workplace and commitment to volunteerism by many organizations including Minnesota Business, Twin Cities Business Journal, INC Magazine, Forbes and others. Voted TOP 100 Workplaces in the Twin Cities by Star Tribune and Minnesota Business!

Orion Associates is an Equal Opportunity Employer.