About the role
About the Company
EPAY Systems, a Vensure Employer Solutions company, is a leading SaaS provider of human capital management technology and services designed to help small to enterprise businesses better manage their workforce. Our solutions include recruiting and applicant tracking, new hire onboarding, benefits administration, HR management, time tracking, workforce management, payroll processing, tax management, performance management, ACA reporting, COBRA
administration, and more. Notable clients of EPAY include organizations such as the US Army, FOX Studios, Disney Studios, ABN Network, CSI, Harvard University, and ISS Group, among others. To know more about us, visit us at www.epaysystems.com.
Position Summary
This position is responsible of guaranteeing the good client service, assisting the Administration team with calls, emails and live chat. They will be contacting clients, employees and carriers. Giving information about their current benefits and helping them through plan setup and coverage continuity. Contacting carriers to solve issues with employee benefits and active plans.
Essential Job Functions:
Answering and responding to inbound escalated calls
Responding to escalated emails and live chat inquiries
Troubleshoot and research to resolve requests
Resolve complaints and issues
Escalate issues to supervisors and managers
Use the internal knowledgebase to quickly answer inquiries
Knowledge, Skills, and Abilities:
Knowledge of customer service best practices
Skilled in documentation and note-taking during calls
Excellent data entry skills
Empathetic and personable call demeanor
Proficient English writing skills
Work well under pressure and with various personalities
Education and Experience:
Minimum 4 years of experience working in a professional office environment. Previous experience in customer service, a call center, PEO, payroll, taxes, benefits, human resources or equivalent is a bonus.
4-year college degree or equivalent work experience. Equivalent combination of education and experience may be substituted in lieu of degree.
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