Customer Support Advocate
Justworks
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $22 - $25 per hour
Job Level
About the role
- Answer inbound inquiries from our small business customers via phone, email, and chat
- Provide expert-level support, guidance, and troubleshooting to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
- Assist customers and their employees with administration, eligibility, and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA
- Resolve customer inquiries related to administering payroll, making payments, time & attendance, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures, and regulations
- Maintain product expertise on our software and be the go-to resource for customers in need of training or best practices
- Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers and their employees regularly informed of status and anticipated resolution timing
- Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience
- Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts
- Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering
Requirements
- 1-2 years of experience in a customer service role, preferably in a contact center environment
- Experience using customer support technologies such as Zendesk, Talkdesk, JIRA, and Confluence a plus
- A passion for delighting customers and helping people, with a tendency towards compassion and empathy
- Excellent customer service skills and comfort defusing challenging situations over the phone
- Approaches work with a sense of purpose and urgency, and knows how to organize and prioritize your workload
- Strong written (chat, email) and verbal (telephone) communication skills with acute attention to detail
- Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
- Proven self-starter, taking ownership and accountability over your work
- A quiet environment and stable internet connection for remote employees is expected and strongly encouraged
- Experience in benefits, payroll, HR, or adjacent industries a plus
- Spanish language capability, or other second language at business conversation level, a plus
Benefits
- wellness program offerings
- company retreats
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetroubleshootingpayroll administrationbenefits administrationcomplianceeligibility enrollmenttime & attendancereportingproblem resolutionproduct expertise
Soft skills
empathycommunicationorganizationprioritizationownershipaccountabilitycustomer delightdefusing challenging situationsattention to detailself-starter