Job Description

We are seeking a dedicated and qualified Employee Support Specialist to join our team. If you’re passionate about providing outstanding service and enjoy being the helpful voice that clients and their employees rely on, we want to hear from you.

As the Employee Support Specialist, you will serve as the first point of contact within our dedicated support center. You will provide exceptional Tier 1 support and expertly guide users through common inquiries related to our employee portal, onboarding, payroll, benefits, and workers' compensation. Your mission is to ensure every interaction is resolved efficiently and positively, playing a vital role in our clients' daily operations and success.

Essential Duties and Responsibilities

• Deliver exceptional customer service and support by providing timely, accurate, and empathetic assistance to clients and their worksite employees across a range of topics.

• Guide users through portal-related needs, including registration, navigation, password resets, user account management, and troubleshooting access issues.

• Support employee onboarding by partnering with our Implementation Department to ensure a seamless transition onto the platform.

• Manage employee data updates by assisting employees with updating critical personal information, including direct deposit details and address changes.

• Clarify payroll inquiries, including explaining pay stub details, deductions, and research direct deposit discrepancies or payroll delays.

• Maintain accurate records by logging all employee interactions and support cases within our CRM system.

• Escalate appropriately, identifying and routing complex inquiries to Tier 2 support or specialized departments (e.g., Payroll, Benefits, HR).

• Actively contribute to the team's internal knowledge base by sharing insights, feedback, and solutions to improve internal documentation and processes

• Achieve performance standards by meeting or exceeding metrics related to efficiency, resolution time, accuracy, and customer satisfaction.

• Assist with enterprise-wide projects and across-functional initiatives as needed

• High school diploma or GED equivalent.
• Minimum of 1-2 years of customer service experience, preferably in a call center, help desk, or client support environment.
• Exceptional communication skills (verbal, written, and active listening).
• Strong problem-solving and analytical abilities with a keen attention to detail.
• Demonstrated proficiency navigating computer systems including CRM software and Microsoft Office Suite.
• Ability to multitask, manage time effectively, and thrive in a fast-paced, high-volume environment.
• A customer-first mindset with a professional mindset, patient, and empathetic approach to resolving inquiries.

• Associate's or Bachelor's degree.
• Experience working within a PEO or having direct exposure to HR, payroll processing, or benefits administration concepts.