Call Center Support Specialist

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

This is a 100% in-office role based at our Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview:

The Support Specialist I plays a pivotal role within our organization, acting as the front-line support and dedicated resource for employees of Paylocity's Spending Accounts and COBRA clients. In this role, you will receive, prioritize, document, and actively resolve client requests from an inbound call center (and/or email) queue, ensuring the highest level of customer satisfaction. As a Support Specialist I, you will provide support for client employee Spending Account and COBRA participants, answering questions about their accounts, plans, processes, platform navigation/usage, etc. This position requires a combination of technical expertise, strong customer service skills, and the ability to apply critical thinking to troubleshoot and resolve client inquiries.

Responsibilities:

The primary duties of the Support Specialist include, but are not limited to:

• Provides support to client employees with inquiries about their spending accounts, COBRA services/coverage and/or systems access/functions/navigation tied to these topics

• Establishes intra- and interdepartmental relationships to prioritize needs, communicate status and timing expectations.

• Determines the scope of customer requirements to support responding to inbound inquiries regarding Spending Accounts and COBRA; Utilize critical thinking and problem-solving skills to troubleshoot and resolve questions, striving for prompt and accurate solutions.

• Achieves objectives by gathering pertinent data, identifying and evaluating options, recommending and executing a course of action

• Demonstrate strong ownership of cases; ensure prompt resolution and minimizing aging cases or open items.

• Maintain high inbound call availability to support customers

• Gather pertinent data, identify options, and recommend courses of action to achieve customer objectives.

• Contribute to resolving challenging cases through effective de-escalation and problem-solving techniques.

• Demonstrate strong ownership and follow-through of cases, ensuring prompt resolution and minimizing aging cases or open items.

• Customer Service Excellence: Demonstrate exceptional customer service skills in all interactions with clients (verbal and written), ensuring their needs are met to their satisfaction.

• Supports key back-office/compliance items such as HSA account Identity Verification

Requirements:

• Bachelor's Degree

• 1+ years demonstrated Client/Customer Service experience.

• Intermediate computer skills with the ability to utilize multiple resources while in tandem advising live on calls.

• Familiarity and comfort with web-based applications

• Intermediate experience with Microsoft Office, especially Microsoft Excel.

• Basic project management abilities specifically related to managing high volume client requests and solutions.

• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season.

Preferred Skills:

• Call Center Experience

• Bi-lingual Fluency Spanish and English

• Healthcare and welfare benefits concepts

• Demonstrated High-Volume Customer/Client first call resolution

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact View email address on click.appcast.io. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The pay rate for this position is $25.00/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here ( . This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via ( .

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