PrimePay
Client Support Representative Benefit Services
PrimePay, West Chester, Pennsylvania, United States, 19388
Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.
As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Client Success Representative, Benefit Services (CSR). Client Success Representatives at PrimePay are the main service contact for our participants and we strive to treat them like family, helping them to understand and take full advantage of their benefits. CSRs support COBRA, flexible spending account (FSA), health reimbursement arrangement (HRA), and health savings account (HSA) participants. CSRs are responsible for providing technical assistance and support to customers regarding compliance and benefits products through various communication channels such as telephone, email, or chat. CSRs analyze customer inquiries, resolve technical issues, and coordinate with other departments to ensure timely and accurate solutions. This role requires a deep understanding of the compliance and benefits products, and services offered by PrimePay.
At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!
A day in the life of a Client Success Representative may vary, but you can expect to:
Respond to customer inquiries regarding compliance and benefits products via telephone, email, or chat
Provide technical problem resolution and communicate solutions to customers
Analyze customer service needs and collaborate with other departments to develop appropriate solutions
Develop and maintain a comprehensive understanding of compliance benefits products to address complex inquiries effectively
Record customer interactions and research product information using customer relationship applications or databases
Provide basic technical support on benefits products, including installation, troubleshooting, and maintenance
Offer preventive maintenance and configuration recommendations to customers
Documents support interactions, including details of inquiries, complaints, and actions taken
Escalate complex inquiries to higher-level support teams as necessary
Success will come if you are:
1-3 years front line customer service experience
6-12 months prior experience working in an office setting preferred
Proficient in customer interaction, adept at engaging with customers via various communication channels
Skilled in providing technical support, capable of resolving customer inquiries and issues effectively
Able to conduct thorough inquiry research and respond to customer queries promptly and accurately
Familiar with customer relationship management (CRM) software for recording and managing customer interactions
Knowledgeable in product support, capable of assisting customers with installation, troubleshooting, and maintenance
Experienced in service desk management, able to handle customer requests and inquiries efficiently
Capable of providing remote support to customers, offering assistance and guidance from a distance
Well-versed in policies, standards, and procedures governing customer support operations
Proficient in using help desk software to document support interactions and track customer issues
It’s a huge plus if you:
Have previous experience with COBRA and FSA/HSA/HRA administration
Are bilingual (English/Spanish)
PrimePay Offers:
A competitive salary in the $18 - $22/hour range based on experience
Access to personal, group training and career advancement
Leadership development through individualized support and career mentoring
Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD
#LI-REMOTE
As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Client Success Representative, Benefit Services (CSR). Client Success Representatives at PrimePay are the main service contact for our participants and we strive to treat them like family, helping them to understand and take full advantage of their benefits. CSRs support COBRA, flexible spending account (FSA), health reimbursement arrangement (HRA), and health savings account (HSA) participants. CSRs are responsible for providing technical assistance and support to customers regarding compliance and benefits products through various communication channels such as telephone, email, or chat. CSRs analyze customer inquiries, resolve technical issues, and coordinate with other departments to ensure timely and accurate solutions. This role requires a deep understanding of the compliance and benefits products, and services offered by PrimePay.
At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!
A day in the life of a Client Success Representative may vary, but you can expect to:
Respond to customer inquiries regarding compliance and benefits products via telephone, email, or chat
Provide technical problem resolution and communicate solutions to customers
Analyze customer service needs and collaborate with other departments to develop appropriate solutions
Develop and maintain a comprehensive understanding of compliance benefits products to address complex inquiries effectively
Record customer interactions and research product information using customer relationship applications or databases
Provide basic technical support on benefits products, including installation, troubleshooting, and maintenance
Offer preventive maintenance and configuration recommendations to customers
Documents support interactions, including details of inquiries, complaints, and actions taken
Escalate complex inquiries to higher-level support teams as necessary
Success will come if you are:
1-3 years front line customer service experience
6-12 months prior experience working in an office setting preferred
Proficient in customer interaction, adept at engaging with customers via various communication channels
Skilled in providing technical support, capable of resolving customer inquiries and issues effectively
Able to conduct thorough inquiry research and respond to customer queries promptly and accurately
Familiar with customer relationship management (CRM) software for recording and managing customer interactions
Knowledgeable in product support, capable of assisting customers with installation, troubleshooting, and maintenance
Experienced in service desk management, able to handle customer requests and inquiries efficiently
Capable of providing remote support to customers, offering assistance and guidance from a distance
Well-versed in policies, standards, and procedures governing customer support operations
Proficient in using help desk software to document support interactions and track customer issues
It’s a huge plus if you:
Have previous experience with COBRA and FSA/HSA/HRA administration
Are bilingual (English/Spanish)
PrimePay Offers:
A competitive salary in the $18 - $22/hour range based on experience
Access to personal, group training and career advancement
Leadership development through individualized support and career mentoring
Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD
#LI-REMOTE