Customer Account Associate (Contact Center)

Plansource • Orlando, FL

1d • Hybrid

About The Position

PlanSource is looking for a highly motivated, organized, forward-thinking team member to join the Customer Success organization as Customer Account Associate. The Customer Account Associate (Contact Center) provides support to brokers and employers utilizing the PlanSource Platform. This role closely works with the Sr. Customer Account Associates to ensure that client expectations are continually met or exceeded via email support and triaged call center cases. This position will function as part of the Customer Support Services Team responsible for all help desk services.

Requirements

• Strong customer orientation.
• Ability to be an effective team member.
• Must be able to work outside of normal work hours.
• Must demonstrate above-average initiative, self-reliance, and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities for the work functions assigned.
• Creative and professional verbal and written communication skills.
• Proficient with Microsoft Office Suite.
• Strong Keyboarding skills.

Responsibilities

• Comply with general and Client specific Service Level Agreements (SLAs).
• Escalate items that are not resolved in accordance with SLAs to Tier 2 level colleagues or Team Lead.
• Documentation of client activity (phone calls, emails) via client relationship management tracking software.
• Engage and coordinate with other PlanSource teams and departments to ensure client issue resolution.
• Log tickets in the designated system for technical support on reported issues.
• Read all release notes and technical updates to stay familiar with all system functionalities.
• Assist other departments when workload requires, as may be directed by Management.

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed