Call Center Support Specialist, Paylocity

• This position requires a combination of technical expertise, strong customer service skills, and the ability to apply critical thinking to troubleshoot and resolve client inquiries
• Bachelor's Degree
• 1+ years demonstrated Client/Customer Service experience
• Intermediate computer skills with the ability to utilize multiple resources while in tandem advising live on calls
• Familiarity and comfort with web-based applications
• Intermediate experience with Microsoft Office, especially Microsoft Excel
• Basic project management abilities specifically related to managing high volume client requests and solutions
• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season

Desirable

• The Support Specialist I plays a pivotal role within our organization, acting as the front-line support and dedicated resource for employees of Paylocity's Spending Accounts and COBRA clients
• In this role, you will receive, prioritize, document, and actively resolve client requests from an inbound call center (and/or email) queue, ensuring the highest level of customer satisfaction
• As a Support Specialist I, you will provide support for client employee Spending Account and COBRA participants, answering questions about their accounts, plans, processes, platform navigation/usage, etc
• Provides support to client employees with inquiries about their spending accounts, COBRA services/coverage and/or systems access/functions/navigation tied to these topics
• Establishes intra- and interdepartmental relationships to prioritize needs, communicate status and timing expectations
• Determines the scope of customer requirements to support responding to inbound inquiries regarding Spending Accounts and COBRA; Utilize critical thinking and problem-solving skills to troubleshoot and resolve questions, striving for prompt and accurate solutions
• Achieves objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action
• Demonstrate strong ownership of cases; ensure prompt resolution and minimizing aging cases or open items
• Maintain high inbound call availability to support customers
• Gather pertinent data, identify options, and recommend courses of action to achieve customer objectives
• Contribute to resolving challenging cases through effective de-escalation and problem-solving techniques
• Demonstrate strong ownership and follow-through of cases, ensuring prompt resolution and minimizing aging cases or open items
• Customer Service Excellence: Demonstrate exceptional customer service skills in all interactions with clients (verbal and written), ensuring their needs are met to their satisfaction
• Supports key back-office/compliance items such as HSA account Identity Verification