Customer Support Advocate, Employees

Justworks•New York, NY

1d•$26 - $29•Hybrid

About The Position

The Customer Support team at Justworks is in charge of leading all customer service inquiries, no matter how big or small. Our team represents all of Justworks, we take responsibility and ownership of our customer’s concerns, and we actively drive issues to resolution. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. We are the experts our customers rely on, and a crucial part of the overall Justworks service offering. In this role you will support the worksite employees (WSEs) of our small business customers on a variety of inquiries related to timecards, paychecks, benefits, the Justworks product, and other HR related matters. This is a fast-paced and challenging role, but also incredibly rewarding due to the positive impact we have on our customers, their employees, and their businesses. Please note: We are currently hiring for the shift schedule of Monday-Friday, 7am-4pm EST If hired, you will be expected to attend mandatory training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule.

Requirements

4 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments
Strong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic, compassionate, responsive and resourceful
A passion for delighting customers and helping people
Strong written (email and chat) and verbal (telephone) communication skills with acute attention to detail
Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
Ability to come up with creative solutions to any problem you face, and to know how to organize and prioritize your workload
Proven self-starter, taking ownership and accountability over your work

Nice To Haves

Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus
Spanish language capability, or other second language at business conversation level, a plus

Responsibilities

Manage inbound inquiries from our small business customers’ employees via phone, email, or chat
Provide expert-level support to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
Assist WSEs with eligibility and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA
Resolve WSE inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents
Maintain product expertise on our software and be the go-to resource for customers
Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timing
Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience
Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts
Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering
Perform other related duties as assigned