Customer Account Associate

SummaryJoin Us at PlanSource: Your Exciting Career Awaits!At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!Hybrid to Orlando, FL or Salt Lake City, UTPlanSource is looking for a highly motivated, organized, forward-thinking team member to join the Customer Success organization as Customer Account Associate.The Customer Account Associate (Contact Center) provides support to brokers and employers utilizing the PlanSource Platform. This role closely works with the Sr. Customer Account Associates to ensure that client expectations are continually met or exceeded via email support and triaged call center cases. This position will function as part of the Customer Support Services Team responsible for all help desk services.Responsibilities include:Comply with general and Client specific Service Level Agreements (SLAs).Escalate items that are not resolved in accordance with SLAs to Tier 2 level colleagues or Team Lead.Documentation of client activity (phone calls, emails) via client relationship management tracking software.Engage and coordinate with other PlanSource teams and departments to ensure client issue resolution.Log tickets in the designated system for technical support on reported issues.Read all release notes and technical updates to stay familiar with all system functionalities.Assist other departments when workload requires, as may be directed by Management.About YouRequirements for the Customer Account Associate:Strong customer orientation.Ability to be an effective team member.Must be able to work outside of normal work hours.   Must demonstrate above-average initiative, self-reliance, and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities for the work functions assigned.Creative and professional verbal and written communication skills.Proficient with Microsoft Office Suite.Strong Keyboarding skills.What We OfferAt PlanSource, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance.Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care. Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage. Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.401(k) with immediate vestingand a 50% company match up to 6% of contributions.Generous paid parental leave, adoption assistance, and fertility benefits.Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.Top 5 Reasons to join PlanSource#5: Be part of what’s next in benefits technology Join a company redefining how benefits work. Backed by Vista Equity Partners, PlanSource is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale.#4: Make an impact with technology our customers trust Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI-driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day.#3: Be recognized, supported, and set up to thriveWe believe great work deserves recognition and real support. From meaningful rewards and recognition programs to a comprehensive approach to employee support, we invest in helping our people perform at their best and feel valued along the way.Recognized as a top workplace, PlanSource has earned multiple Great Place to Work certifications and numerous awards, including Best Company for Culture, Work-Life Balance, and Compensation, reinforcing our commitment to an exceptional employee experience.#2: Grow your career with intentionAt PlanSource, career growth doesn’t happen by accident. With a strong track record of internal mobility, structured development paths, and opportunities to take on new challenges, you’ll have the support and flexibility to build a career that evolves with you.#1: Be part of a culture built on connection and impactOur culture is rooted in connection, inclusion, and shared success. Guided by our S.O.U.R.C.E. values, we lead with service by putting others first, approach challenges with optimism, and act with urgency to drive meaningful outcomes. We hold ourselves accountable through reliability, continuously grow through curiosity, and operate with efficiency to maximize the impact of our work. Here, diverse perspectives are valued and they directly shape how we collaborate, innovate, and deliver an exceptional experience for our customers.NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of PlanSource will only contact you from an email address ending in @plansource.com. PlanSource will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.REF 4851