The opportunity
You are focused on and committed to helping people. You treat others with care and empathy, and assume the best intentions in others.
What you'll do
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
What they're looking for
- 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
- Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus
