Customer Service Representative (Temporary)

Overview

• Provide exceptional customer service to small business clients in a hybrid work environment.
• Handle inquiries via phone, email, and chat, addressing HR-related topics and resolving issues.
• Collaborate with customers at all management levels, including senior executives.
• Utilize creative solutions to troubleshoot and resolve customer issues effectively.
• Manage a queue of open issues to ensure timely and effective resolutions.
• Contribute to customer retention and recommend improvements to products and processes.
• Display professionalism and compassion when addressing sensitive customer matters.
• Support a growing SaaS company during its busy season with a temporary contract role.

Key Responsibilities & Duties

• Manage inbound inquiries from small business customers via phone, email, and chat.
• Interface with customers on HR-related topics, including time-off policies and integrations.
• Troubleshoot and resolve issues while providing guidance and routing feedback.
• Utilize available resources to resolve customer issues effectively.
• Contribute to customer retention and recommend product and process improvements.
• Display professionalism and compassion in sensitive customer interactions.
• Perform other related duties as assigned to support the team.
• Collaborate with colleagues to ensure high-quality customer service delivery.

Job Requirements

• Bachelor of Arts (BA) degree is required.
• Minimum of 5 years of professional experience in B2B customer service.
• Experience in payroll, benefits, and HR administration is preferred.
• Strong written and verbal communication skills with attention to detail.
• Ability to handle challenging situations empathetically and resourcefully.
• Proven self-starter with ownership and accountability over work.
• Spanish or other second language proficiency is a plus.
• Comfortable working in a hybrid schedule in NYC.