Call Center Support Specialist

Position Overview

The Support Specialist I plays a pivotal role within our organization, acting as the front-line support and dedicated resource for employees of Paylocity's Spending Accounts and COBRA clients. In this role, you will receive, prioritize, document, and actively resolve client requests from an inbound call center (and/or email) queue, ensuring the highest level of customer satisfaction.

Responsibilities

• Provides support to client employees with inquiries about their spending accounts, COBRA services/coverage and/or systems access/functions/navigation tied to these topics
• Establishes intra- and interdepartmental relationships to prioritize needs, communicate status and timing expectations
• Determines the scope of customer requirements to support responding to inbound inquiries regarding Spending Accounts and COBRA; Utilize critical thinking and problem-solving skills to troubleshoot and resolve questions, striving for prompt and accurate solutions
• Achieves objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action
• Demonstrate strong ownership of cases; ensure prompt resolution and minimizing aging cases or open items
• Maintain high inbound call availability to support customers
• Gather pertinent data, identify options, and recommend courses of action to achieve customer objectives
• Contribute to resolving challenging cases through effective de-escalation and problem-solving techniques
• Demonstrate strong ownership and follow-through of cases, ensuring prompt resolution and minimizing aging cases or open items
• Customer Service Excellence: Demonstrate exceptional customer service skills in all interactions with clients (verbal and written), ensuring their needs are met to their satisfaction
• Supports key back-office/compliance items such as HSA account Identity Verification

Requirements

• Bachelor's Degree
• 1+ years demonstrated Client/Customer Service experience
• Intermediate computer skills with the ability to utilize multiple resources while in tandem advising live on calls
• Familiarity and comfort with web-based applications
• Intermediate experience with Microsoft Office, especially Microsoft Excel
• Basic project management abilities specifically related to managing high volume client requests and solutions
• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season

Preferred Skills

• Call Center Experience
• Bi-lingual Fluency Spanish and English
• Healthcare and welfare benefits concepts
• Demonstrated High-Volume Customer/Client first call resolution

Pay & Benefits

The pay rate for this position is $25.00/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location.