Support small business customers with HR and payroll inquiries. Hybrid role offering professional growth in a dynamic environment. Work with a collaborative team to enhance customer satisfaction.
Customer Success Representative
in Professional Services ContractJob Detail
Job Description
Overview
- Support small business customers with inquiries related to software, benefits, payroll, compliance, and HR matters.
- Deliver expert-level guidance and troubleshooting across expanding product and service offerings.
- Provide empathetic and professional customer service through phone, email, and chat channels.
- Maintain product expertise and assist customers with training and best practices.
- Collaborate with cross-functional teams to resolve challenging customer inquiries effectively.
- Contribute to process improvement and advocate for customer needs.
- Work in a hybrid environment with at least two days onsite weekly.
- Engage in a fast-paced, rewarding role impacting customers and their businesses positively.
Key Responsibilities & Duties
- Respond to customer inquiries via phone, email, and chat promptly and professionally.
- Assist with benefits administration, eligibility, and enrollment processes.
- Resolve payroll-related inquiries, including payments, reports, and compliance matters.
- Manage open cases in CRM systems to ensure timely resolution and communication.
- Escalate complex issues to team leads or subject matter experts as needed.
- Provide training and best practices to customers on software usage.
- Collaborate with internal teams to enhance product offerings and address customer feedback.
- Maintain a professional and empathetic approach to customer interactions.
Job Requirements
- Bachelor of Arts (BA) degree required.
- Minimum of 2 years experience in customer service, preferably in a contact center environment.
- Proficiency with customer support tools such as Zendesk, Talkdesk, JIRA, and Confluence.
- Strong written and verbal communication skills with attention to detail.
- Experience in benefits, payroll, HR, or adjacent industries preferred.
- Ability to prioritize workload and develop creative solutions to challenges.
- Proven ability to work independently and take ownership of tasks.
- Empathetic and resourceful approach to customer service.
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