Service Specialist - ENS Product Services

About the role

We are looking for a Service Specialist - ENS Product Services to support clients using ExpenseWire and deliver responsive, high-quality service in Auburn, Maine. This Long-term Contract opportunity is ideal for someone who enjoys resolving customer questions, managing follow-up tasks, and maintaining accurate records in a fast-paced support environment. The person in this role will build solid product knowledge, contribute to service improvements, and help ensure client issues are handled within established performance expectations.

Responsibilities

• Manage open service items through resolution while meeting defined response targets, service expectations, and quality standards.
• Support clients using ExpenseWire by researching questions, providing guidance, and delivering clear updates throughout the support process.
• Record customer interactions, case details, and follow-up actions accurately within Salesforce and related service platforms.
• Distribute post-support surveys after client interactions and help track feedback to improve the overall customer experience.
• Enter and maintain data with a high level of accuracy while balancing competing priorities and deadlines.
• Identify recurring issues or workflow gaps and collaborate with leadership to recommend and support practical process improvements.
• Use internal systems and digital tools, including AI-enabled resources where appropriate, to improve efficiency and service quality.
• Assist with additional assignments or team initiatives as needed and provide guidance to less experienced colleagues when appropriate.

Requirements

• Prior experience in client support, customer service, or frontline support in a structured service environment is required.
• Hands-on experience supporting ExpenseWire or a comparable expense reporting platform is preferred.
• Working knowledge of service metrics, compliance expectations, and service level commitments.
• Ability to communicate professionally with clients and internal stakeholders through clear written and verbal communication.
• Experience using CRM or case management systems such as Salesforce to document activity and maintain accurate records.
• Strong organizational skills with the ability to prioritize tasks, manage follow-up work, and handle detailed data entry.
• Familiarity with AI-based tools or digital support technologies used to enhance customer support is preferred.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligible to enroll in our company 401(k) plan.