Customer Support Representative - HCM Strategic

isolved; United States; On-site; USD 40,000 - 65,000; Full time

Job summary

isolved is seeking a Customer Service Representative for the Strategic Team to support high-revenue clients. You will resolve inquiries, build relationships, and ensure a best-in-class experience in a fast-paced, high-touch environment.

The role emphasizes proactive problem solving, strong communication, and collaboration with internal teams to deliver timely resolutions and exceptional service.

Qualifications

• Experience with Microsoft Office products.
• Strong customer service, organizational and communication skills.
• Ability to multitask in a fast paced environment.
• Ability to clearly communicate information both verbally and in writing.
• Knowledge of the principles and techniques of customer service; diplomacy with irate individuals.
• Problem analysis, troubleshooting and problem solving skills.
• Ability to operate basic office equipment and software applications.
• 2–3 years of professional customer-facing experience.

Responsibilities

• Respond to customer inquiries accurately and efficiently while delivering an exceptional customer experience.
• Manage client requests and issues across multiple isolved products and service offerings.
• Use effective questioning and active listening to understand customer needs and identify solutions.
• Build and maintain positive relationships with high-value clients through consistent communication.
• Investigate, troubleshoot, and resolve customer concerns from start to finish.
• Collaborate with internal teams to address complex customer situations and ensure timely resolution.
• Escalate issues when additional expertise is required.
• Document customer interactions and resolutions in company systems.
• Monitor open cases and follow up to ensure satisfaction and resolution.
• Maintain understanding of products, services, and processes through training.
• Contribute to team goals and support a customer-first culture.
• Perform additional duties and special projects as assigned.

Skills

Microsoft Office

Customer service

Communication

Multitasking

Written communication

Problem solving

Office equipment

Education

High school diploma or equivalent

Tools

CRM software

Help desk tools

Job description

Job Description

The Customer Service Representative - Strategic Team serves as a key point of contact for isolved's high-revenue clients, delivering exceptional support across a variety of products and services. This role is responsible for providing timely resolutions, building strong client relationships, and ensuring a best-in-class customer experience in a fast-paced, high-touch environment. The ideal candidate is proactive, customer-focused, and thrives when managing complex inquiries while maintaining a high level of professionalism.

The Customer Service Representative - Strategic Team serves as a key point of contact for isolved's high-revenue clients, delivering exceptional support across a variety of products and services. This role is responsible for providing timely resolutions, building strong client relationships, and ensuring a best-in-class customer experience in a fast-paced, high-touch environment. The ideal candidate is proactive, customer-focused, and thrives when managing complex inquiries while maintaining a high level of professionalism.

Core Job Duties

• Respond to customer inquiries accurately and efficiently while delivering an exceptional customer experience.
• Manage client requests and issues across multiple isolved products and service offerings.
• Use effective questioning and active listening techniques to thoroughly understand customer needs and identify appropriate solutions.
• Build and maintain positive relationships with high-value clients through consistent communication and follow-through.
• Investigate, troubleshoot, and resolve customer concerns while maintaining ownership of the issue from start to finish.
• Collaborate with internal teams and departments to address complex customer situations and ensure timely resolution.
• Escalate issues appropriately when additional expertise or intervention is required.
• Document customer interactions, resolutions, and follow-up activities accurately within company systems.
• Monitor open cases and proactively follow up to ensure customer satisfaction and issue resolution.
• Maintain a strong understanding of company products, services, and processes through ongoing training and development.
• Contribute to team goals and support a collaborative, customer-first culture.
• Perform additional duties and special projects as assigned.

Minimum Qualifications

• Experience with Microsoft Office products
• Strong customer service, organizational and communication skills
• Ability to multitask and work effectively in a fast paced environment
• Ability to clearly communicate information both verbally and in writing
• Knowledge of the principles and techniques of customer service skills; ability to deal diplomatically with irate individuals
• Problem analysis, troubleshooting and problem solving skills
• Ability to operate basic office equipment, e.g., computer terminals, printers, copy machines, telephone systems, facsimile machines
• Ability to access, operate and maintain various software applications.
• Ability to perform routine mathematical computations and tabulations accurately and efficiently.
• High school diploma or equivalent required.
• 2-3 years previous experience in a professional customer facing business office 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.

EEO Statement

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.

Disability Accommodation

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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.