Customer Support Specialist — Problem Solver

isolved; United States; On-site; USD 35,000 - 52,000; Full time

Job summary

isolved is an employee experience leader delivering HCM technology. The isolved Customer Service Representative will work as part of a team to ensure accurate and timely daily processing and telephone support, developing and sustaining excellent customer service qualities that promote the growth of iSolved Benefit Services.

The role requires responding to inquiries, uncovering customer needs, and documenting communications while supporting Cobra or FBA queues and following SOPs.

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.
• High school diploma or equivalent required.
• 2-3 years previous experience in a professional customer facing business office environment.

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 escalated 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

Customer service

Communication

Organizational skills

Multitasking

Verbal and written communication

Problem solving

Diplomacy with irate individuals

Microsoft Office

Education

High school diploma or equivalent

Tools

Software applications

Job description

isolved is an employee experience leader delivering HCM technology. The isolved Customer Service Representative will work as part of a team to ensure accurate and timely daily processing and telephone support, developing and sustaining excellent customer service qualities that promote the growth of iSolved Benefit Services.

The role requires responding to inquiries, uncovering customer needs, and documenting communications while supporting Cobra or FBA queues and following SOPs.