Customer Support Specialist — Proactive Troubleshooter

iSolved HCM; United States; On-site; USD 38,000 - 50,000; Full time

Job summary

isolved is a leading employee experience and HCM technology provider offering People Cloud solutions to millions of employees and thousands of employers. The Customer Service Representative will work as part of a team to ensure accurate daily processing and telephone support for isolved Benefit Services.

The role emphasizes delivering excellent customer service, using probing questions to identify needs, documenting all communications, and following procedures for escalation and follow-up tasks.

Qualifications

• High school diploma or equivalent required.
• 2-3 years previous experience in a professional customer facing business office environment.
• Experience with Microsoft Office products and software applications.

Responsibilities

• Respond accurately to customer inquiries in a timely manner with a high degree of professionalism.
• Use probing questions to fully uncover the customer's needs.
• Use the "leave no stone left unturned" philosophy in all communications.
• Participate in either COBRA or FBA Customer Support phone queue to assist customers as needed.
• Schedule and conduct follow up on unresolved issues.
• Appropriately elevate issues for customers as prescribed by Infinisource standard operating procedures.
• Accurately document all communications.
• Accurately complete all assigned tasks.
• Participate in customer service training related to knowledge and skill enhancement.
• Additional duties as assigned.

Skills

Microsoft Office

Customer service

Organizational skills

Communication skills

Multitasking

Written communication

Problem solving

Office equipment

Software applications

Education

High school diploma or equivalen t

Tools

Microsoft Office

Job description

isolved is a leading employee experience and HCM technology provider offering People Cloud solutions to millions of employees and thousands of employers. The Customer Service Representative will work as part of a team to ensure accurate daily processing and telephone support for isolved Benefit Services.

The role emphasizes delivering excellent customer service, using probing questions to identify needs, documenting all communications, and following procedures for escalation and follow-up tasks.