Client Support Specialist Call Center Agent - No C2C - Matlen Silver

Client Support Specialist / Call Center Agent

***This is NOT a desktop, hardware support role

Contract Type (Contract or Contract to Hire): CTH

Length of Contract: 3-6 months (then can convert to FTE)

Why is this open? Backfill for folks who are converting to FTE employees

Pay Rate: $25- $25.63 per hour

In this role, you will serve as Our Client’s front-line for solving clients' challenges, including issue resolution, answering questions, helping clients, training their users on OUR CLIENT technology, and more. You carry the weight of OUR CLIENT's service reputation and client satisfaction in your hands.

The nature of what you do every day will not change -- your #1 goal is toHELP CLIENTS who have between 1- 49 employees. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our top-ranked training will help to set you up for success!

Must Haves / Required Skills:

MUST HAVE phone and email support, chat is a plus

• MUST have client facing experience
• High Productivity call center experience (NOT high volume)
• High productivity meaning approximately 10 - 15 calls/ day where you are really researching the case and resolving it yourself.
• Anything 25 and over is too high volume
• Troubleshooting benefits or payroll software, resolving issues, training users on OUR CLIENT technology
• Any CRM (customer relationship management) or HCM (human capital management) , benefits experience is a plus… examples, . TotalSource, . SmartCompliance, Workforce Now, Salesforce, Workday, or other benefits industry experience.
• Looking for someone that has that " "FIRST CONTACT RESOLUTION" Mentality.

Essential Responsibilities

• Maintain client relationships through processing of client requests, resolving inquires, and ensuring key client and account information is accurate.
• Provide in-depth education and assistance on product features, functionality and product technical structure.
• Communicate effectively and develop excellent working relationships with colleagues with Client Service and in partner teams such as Escalations, Operations, etc.
• Manage and escalate requests appropriately while maintaining ownership of the client interaction and delivery solution.
• Act as first level support and subject matter expert for clients and other client service representatives
• Respond to incoming calls, emails and chats from clients while providing resolution.
• Use CRM system to document client interactions and problem resolution.
• Ensure clients are aware of compliance guidelines with each interaction.
• Educate clients on product features and functionality.
• Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.
• May provide training support for all new hire service personnel.
• May coordinate the rollout of client-specific procedures within the service center.
• May help build and maintain knowledge sources.
• Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
• Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
• May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.
• Provides research and consultative service support to internal and external clients.

Non-Essential Responsibilities

• Perform other related duties and assignments as directed by management.
• Maintain and enhance knowledge on statutory changes.
• Maintain and enhance knowledge of OUR CLIENT software platforms.

Special Accountability

Documented procedures must be followed without impairing our Client or their Clients, their employees, and Payroll Regions, or causing financial exposure to our Client or their clients

Qualifications

1. Experience: 3-5 years' experience with Client Service and Pay card products. Strong client service skills. Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, Service and production. Previous call center experience is highly encouraged. Excellent oral and written communication skills. PC skills a must to include proficient use of various Windows Applications (e.g. Word, Excel). Ability to follow operating procedures and instructions.
2. Generic Skills: Must be able to work well under pressure while maintaining a professional demeanor. Ability to apply mathematical and accounting principles to resolve errors. Ability to multi-task is essential.
3. Education: Associate's or bachelor's degree in business or other related field or an equivalent combination of education and experience.

To thrive in this role, you must have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style must be clear and easy for Our Clients to understand and take action on. As a result, your Client Satisfaction scores must make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career with our client, but friendships that last in a company that values inclusion.