Call Center Support Specialist

Job Type Full-time Description Paylocity is a cloud‑based HR and payroll software solutions provider, known for its intuitive product suite that helps businesses automate HR and payroll processes and attract and retain talent. The company emphasizes strong workplace culture and offers comprehensive benefits and perks, supporting employees and families. Position Overview The Support Specialist I supports employees of Paylocity's Spending Accounts and COBRA clients. Acting as front‑line support, this role receives, prioritizes, documents, and resolves client requests from an inbound call center and email queue. It requires technical expertise, strong customer service, and critical thinking to troubleshoot and resolve client inquiries. Responsibilities Provide support for client employees with inquiries about spending accounts, COBRA services/coverage, and system access or navigation. Establish relationships across departments to prioritize needs, communicate status, and set timing expectations. Determine the scope of customer requirements and troubleshoot using critical thinking to offer prompt and accurate solutions. Gather relevant data, evaluate options, and recommend and execute courses of action to meet customer objectives. Demonstrate strong ownership of cases, ensuring prompt resolution and minimizing aging cases or open items. Maintain high inbound call availability to support customers. Contribute to resolving challenging cases through effective de‑escalation and problem‑solving techniques. Exhibit exceptional customer service skills in all interactions, ensuring client needs are met satisfactorily. Support key back‑office and compliance items such as HSA account identity verification. Requirements Bachelor's degree. At least 1 year of client/customer service experience. Intermediate computer skills, capable of using multiple resources while advising live on calls. Comfortable with web‑based applications. Intermediate proficiency in Microsoft Office, especially Excel. Basic project‑management skills for managing high‑volume client requests and solutions. Willingness to work overtime as needed, especially during fall/winter open enrollment season. Preferred Skills Call center experience. Bi‑lingual fluency in Spanish and English. Knowledge of healthcare and welfare benefits concepts. Demonstrated high‑volume customer/client first‑call resolution. Compensation & Benefits Pay rate: $25.00 per hour (base pay may vary based on skills and experience). Full‑range benefits include medical, dental, vision, life, disability, 401(k) match, and additional perks that support employee families and finances. Equal Opportunity Employer Paylocity is an equal‑opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected statuses as required by law. We embrace and encourage employee differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, religion or spiritual belief, sexual orientation, socio‑economic status, veteran status, and other characteristics. We comply with federal and state disability laws and provide reasonable accommodations. To request accommodation, contact View email address on click.appcast.io. Do not send resumes to this email address, as they will be removed. #J-18808-Ljbffr Menlo Ventures