Client Support Specialist

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The Client Support Representative I, Benefits, is responsible for providing technical assistance and support to customers regarding compliance and benefits products through various communication channels such as telephone, email, or chat. They 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 Prime Pay.

• 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.
• 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.

• High School diploma or equivalent required.
• Associate’s degree is strongly preferred (Accounting, Business or Customer Service specialization).

• 1-3 years front line customer service experience required.
• 6-12 months prior experience working in an office setting preferred.

• Must be able to remain in a stationary position for most of the day.
• Consistently operates a computer and other office machinery such as copiers and printers.
• Frequently communicates with customers and must be able to exchange accurate information via phone and e-mail.
• Scarcely required to move about the office and transport up to five pounds.

• Individual KPIs and Productivity Targets:
  Meet or exceed established key performance indicators (KPIs) and performance targets for applicable teams.
• Customer Satisfaction Ratings:
  Measure the percentage of positive feedback received from customers regarding the quality of technical assistance and support provided.
• Resolution Time for Customer Inquiries:
  Track the average time taken to resolve customer inquiries and technical issues, aiming for a prompt and efficient resolution.
• Accuracy of Solutions Provided:
  Assess the correctness and effectiveness of solutions delivered to customers, ensuring minimal need for rework or follow-up.
• Number of Escalations to Higher-Level Support Teams:
  Monitor the frequency of escalations to higher-level support teams, aiming to minimize the need for escalation by resolving issues at the initial level.
• Compliance with Service Standards and Procedures:
  Evaluate adherence to established service standards and procedures in handling customer interactions and resolving technical issues.

The information provided within is not intended to be a comprehensive list of the duties and responsibilities of the job, nor is it intended to be a comprehensive list of skills and abilities required to do the job. This description reflects management’s assignment of essential functions; it does not restrict the tasks that may be assigned and/or changed by Prime Pay at any time.

• Health Insurance
• 401(k)
• Paid Time Off (PTO)
• Paid Holidays

• Microsoft Office
• Customer Service Experience
• Benefits Experience