Customer Service Representative

Customer Service Representative Overview

• The Customer Service Representative role offers a hybrid work schedule with two onsite days weekly, providing flexibility and work-life balance.
• Support small business clients in resolving inquiries related to HR policies, payroll, and benefits administration.
• Collaborate with a growing SaaS company known for its positive work environment and professional development opportunities.
• Handle sensitive customer matters with professionalism and empathy, ensuring high-quality service delivery.
• Participate in comprehensive training to enhance product knowledge and customer interaction skills.
• Contribute to customer retention strategies and provide feedback for process improvements.
• Engage in creative problem-solving to address customer concerns effectively and efficiently.
• Work with a diverse customer base, including senior executives, to manage HR-related inquiries and integrations.

Customer Service Representative Key Responsibilities & Duties

• Manage inbound inquiries via phone, email, and chat, ensuring timely and effective resolution.
• Provide guidance on HR policies, payroll, benefits, and reporting integrations.
• Troubleshoot and resolve customer issues, utilizing available resources effectively.
• Maintain a queue of open issues, delivering solutions within established timelines.
• Display professionalism and compassion in handling sensitive customer matters.
• Assist in customer retention efforts and recommend improvements to processes and products.
• Participate in training sessions to enhance product knowledge and customer service skills.
• Perform additional duties as assigned to support the customer service team.

Customer Service Representative Job Requirements

• Bachelor of Arts (BA) degree required.
• Minimum of 5 years of professional customer service experience, preferably in B2B SaaS or contact center environments.
• Experience in payroll, benefits, and/or HR administration is essential.
• Strong written and verbal communication skills with attention to detail.
• Ability to handle challenging situations with empathy and professionalism.
• Aptitude for learning new products and explaining complex topics in simple terms.
• Proven ability to organize and prioritize workload effectively.
• Spanish language proficiency or other second language skills are a plus.