Customer Account Associate, Orlando hybrid

Plansource • Salt Lake City, UT

2d • Hybrid

About The Position

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!
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

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees