Customer Service Representative

Overview

• Provide exceptional customer service support for a growing SaaS company during its busy season.
• Handle inquiries from small business customers via phone, email, and chat.
• Assist customers with HR-related topics, including time-off policies and integrations.
• Troubleshoot and resolve issues while delivering creative solutions and guidance.
• Manage open issues queue to ensure timely and effective resolutions.
• Contribute to customer retention efforts and recommend process improvements.
• Display professionalism and empathy when addressing sensitive customer matters.
• Work in a hybrid schedule with hours from 9 AM to 6 PM.

Key Responsibilities & Duties

• Manage inbound inquiries from customers, providing solutions and guidance.
• Interface with customers at all levels of management, including senior executives.
• Perform bulk actions and assist with payroll, benefits, and HR administration.
• Troubleshoot and resolve issues, routing feedback as needed.
• Utilize resources effectively to resolve customer concerns.
• Contribute to customer retention and recommend product improvements.
• Maintain professionalism and compassion in customer interactions.
• Perform other related duties as assigned.

Job Requirements

• Minimum 5 years of professional customer service experience, preferably in B2B SaaS or contact center environments.
• At least 1 year of experience in payroll, benefits, or HR administration.
• Associate of Science (AS) degree required.
• Strong written and verbal communication skills with acute attention to detail.
• Ability to handle challenging situations with empathy and resourcefulness.
• Proven self-starter with strong organizational and prioritization skills.
• Spanish language capability or other second language proficiency is a plus.
• Aptitude for learning new products and explaining complex topics simply.