Associate Customer Account Manager
About The Position
The Associate Customer Account Manager nurtures and sustains effective client relationships by resolving process and service issues. The role responds to Healthcare Professionals’ questions or concerns about paycheck earnings and deductions, federal and state taxation, and reimbursements in accordance with IRS guidelines, while meeting industry-recognized Supplier Security Privacy & Assurance (SSPA) resolution-time benchmarks. The position is based in Dallas, Texas, with two days onsite, and has hours of 10:30 a.m. to 7:00 p.m. Central Time. The role handles customer inquiries, investigates payroll-related concerns, documents cases, and coordinates with internal teams to resolve issues accurately and promptly. It requires clear communication and de-escalation skills, sound judgment, and the ability to use customer-service and payroll systems and resources effectively.
Requirements
- High School Diploma or GED.
- Ability to use technology, automation, and AI-enabled tools to improve productivity, support decision-making, and enhance business outcomes while adhering to company policies and responsible AI practices.
- Ability to operate standard office equipment and keyboards.
Nice To Haves
- 0–2 years of work experience in customer service, a contact center, customer account management, payroll support, or related experience.
- Salesforce experience, particularly for case management.
- PeopleSoft experience, especially involving payroll, timecards, or employee pay information.
- Experience with Microsoft Excel and Word.
- Experience in a fast-paced, external-facing Customer Support department.
- Experience in a Customer Account Management role.
Responsibilities
- Manage inbound and outbound calls and other customer inquiries, primarily related to payroll, timecards, paychecks, deductions, taxes, and reimbursements.
- Research and resolve customer concerns with a focus on accurate and timely resolution.
- Support Healthcare Professionals who may be frustrated or concerned about pay-related issues, using strong communication and de-escalation skills.
- Navigate Salesforce for case management and documentation of customer interactions.
- Utilize PeopleSoft to research timecards, paychecks, pay stubs, and other payroll-related information.
- Work across multiple systems and resources to investigate issues and determine appropriate solutions.
- Create, document, track, and manage customer cases through resolution.
- Partner cross-functionally with Payroll, Billing, Time Processing, Recruitment, Account Management, and other internal teams.
- Take ownership of customer concerns and use available job aids, processes, and resources to independently resolve issues when possible.
- Exercise sound judgment when working through unique or complex situations that may fall outside standard processes.
- Identify opportunities to improve processes and the overall customer experience.
- Support additional business needs, including strike-related activity, as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
