Customer Support Representative

iSolved HCM; Springfield (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

isolved is a leading HCM technology partner serving millions of employees and thousands of employers. We’re seeking a Customer Support Representative in Springfield, MA to be the front line for client inquiries, delivering high-quality service within a collaborative team.

You’ll handle calls and emails, document interactions, and contribute to a positive, high-performing culture. Entry-level friendly with training through isolved Base Camp; a high school diploma and strong customer-service

Qualifications

• High school diploma or equivalent.
• Excellent written, oral, and communication skills.
• Strong customer service orientation and problem resolution skills.
• Excellent interpersonal skills.
• Successful completion of isolved Base Camp.

Responsibilities

• Maintains a high rate of isolved client retention through superior customer service.
• Responds accurately to a large volume of support calls and emails in a timely manner with a high degree of professionalism.
• Research and resolve inquiries.
• Appropriately escape issues for clients and participants as prescribed by standard operating procedures.
• Accurately document all communications.
• Accurately complete all assigned processing tasks.
• Participate in customer service training related to knowledge and skill enhancements.
• Additional duties as assigned.

Skills

Excellent written communication

Excellent oral communication

Strong customer service orientation

Interpersonal skills

Problem resolution skills

Education

High school diploma or equivalent

Job description

Customer Support Representative

Summary/Objective

isolved Customer Support Representatives contribute to a positive work environment that is entrepreneurial and high performing. As a front line of support, a Customer Support Representative works within a team and is responsible for all aspects of quality service for our clients.

Core Job Duties

• Maintains a high rate of isolved client retention through superior customer service.
• Respond accurately to a large volume of support calls and emails in a timely manner with a high degree of professionalism.
• Research and resolve inquiries
• Appropriately escape issues for clients and participants as prescribed by standard operating procedures.
• Accurately document all communications.
• Accurately complete all assigned processing tasks.
• Participate in customer service training related to knowledge and skill enhancements.
• Additional duties as assigned.

Job Complexity

• Acquires job skills and learns company policies and procedures to complete routine tasks. General knowledge of core elements or concepts within their role.

Interaction

• Works on assignments that are routine or repetitive in nature, requiring limited judgment or subject matter knowledge. Has little or no role in decision-making.

Supervision

• Normally receives detailed instructions on all work. Works under close supervision.

Experience

• Typically requires no previous professional experience.

Minimum Qualifications

• High school diploma or equivalent
• Excellent written, oral, and communication skills
• Strong customer service orientation and problem resolution skills
• Excellent interpersonal skills
• Successful completion of isolved Base Camp

Additional Preferred Qualifications

• 1+ years previous experience in a professional, customer facing business environment

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.