Client Experience Specialist II (Eastern Time)

at  OnPay

TRAITS AND SKILLS WE SEEK:

• Excellent customer service skills
• Respond promptly and professionally to customer inquiries
• Must be coachable and willing to learn
• Ability to manage multiple tasks simultaneously.
• Desires to make a meaningful impact at a fast-growing, exciting company.
• Superior interpersonal skills with the ability to work with various types of clients.
• Self-starter with a sense of urgency.
• Detail-oriented and very organized.
• Problem solver enjoys helping others.
• Great listener while showing attentiveness, flexibility, patience, and empathy.
• Excellent written and verbal communication.

EDUCATION AND EXPERIENCE

• Minimum 1-year experience in a CX role or similar experience in the payroll industry
• FPC Certification Required
• College experience (degree strongly preferred).
• Working knowledge of Accounting / Bookkeeping, HR, Payroll, tax, or related.

• Provide Tier 1 customer support regarding the resolution of issues and/ or questions via the online portal, phone, and chat
• Learn and navigate OnPay systems to respond to client issues efficiently
• Effectively troubleshoot problems and identify solutions for clients as well as other internal teams
• Respond to client inquiries promptly and courteously
• Ensure that documentation of client issues and resolution are comprehensive and accurate
• Ask relevant questions to define the root cause of a problem and utilize resources to generate accurate solutions
• Mentor CESI, lead by example
• Participate in potential special projects, cross-training, and or training of new CES members.
• Become a Subject Matter Expert and resource for the team
• Consistently meet or exceed role-related goals