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Customer Service Representative at Collabera

Customer Service Representative

Collabera Bradenton, FL Contractor
$14.00 - $16.00 / hour
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JOB SUMMARY/OVERVIEW
The Specialist role is a key member of the Platform & Payroll Support Center that serves as
the initial point of entry for client inquiry resolution (via phone, email, or chat) on a wide range
of platform and payroll topics. The Center is responsible for providing support on general, low
complexity inquiries related to payroll processing and management, compensation
reporting, time and labor management, reporting services, WSE onboarding, employment
eligibility, client data management, and WSE termination.
The Specialist provides the first line of contact for clients and works to facilitate first contact
resolution inquiries. The Specialist role is critical to providing an outstanding client experience
to customers.
ESSENTIAL DUTIES/RESPONSIBILITIES 


  • Works to resolve general, low complexity client issues related to payroll and platform
    through support customer inquiries via phone, email, and chat. 
  • Organizes and prioritizes work to ensure timely, effective, efficient, and economic
    delivery of services. 
  • Manages open cases to ensure problem resolution in the shortest amount of time,
    while keeping clients regularly informed of status and anticipated resolution date. 
  • Documents all customer interactions in the CRM system. 
  • Ensures proper triage, escalation and resolution of more sophisticated inquiries to the
    appropriate Tier 2 COE. 
  • Responsible for taking initiative and action towards professional development,
    including staying informed of statutory and regulatory payroll and compliance
    practices. 
  • Responsible for consistently meeting established key performance indicator metrics
    as defined by management and being accountable to customer retention and
    customer satisfaction goals. 
  • Provides accurate information in a friendly, professional, and empathetic manner
    translating to a positive customer experience. 
  • Delivers excellent core standard services to customers through providing dependable,
    accurate, appropriate, timely, and easy-to-use value-added solutions to meet their
    needs. 
  • Other projects and responsibilities may be added at the manager’s discretion. 

JOB REQUIREMENTS AND QUALIFICATIONS 


  • Education: Bachelor’s degree desired; or equivalent education/work experience 
  • Minimum 2 year of customer service and/or payroll experience. 

Training Requirements (licenses, programs, or certificates):
• None
Other Knowledge, Skills and Abilities: 


  • Knowledge in payroll and compliance management. 
  • Knowledge of and ability to explain and provide guidance on clients’ payroll, benefit
    billing, reporting and best practices in operations. 
  • Knowledge and strong understanding of practices, policies, processes,
    systems capabilities and limitations. 
  • Knowledge of contact center technologies (Telephony, CRM, Call Monitoring,
    Workforce Management). 
  • Fluency in English, bilingual a plus. 
  • Top notch customer service skills. 
  • Strong verbal and written communication skills. 
  • Strong time management skills. 
  • Proficient in MS Office Suite, PeopleSoft and SalesForce. 
  • Ability to maintain confidentiality of corporate data. 
  • Ability to adapt to a fast paced constantly evolving business and work environment. 
  • Ability to meet customer needs taking ownership for customer satisfaction and
    gaining the partnership of others in pursuit of company goals. 
  • Ability to multi-task, prioritize and complete requests and assignments in a timely
    manner. 
  • Ability to work independently to resolve issues and in a team office environment; to
    communicate expertly across many organizational levels and functions; to build
    rapport with stakeholders 
  • A demonstrated commitment to high professional ethical standards and a diverse
    workplace. 


Peoplesoft,Other,Business,Communication,Reporting,management,crm,Training,Compliance,Billing,Salesforce, Communication, CRM, Compliance, PeopleSoft, Business
 

Recommended skills

Client Rapport
Self Motivation
Time Management
Customer Satisfaction
Confidentiality
Customer Retention
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