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Justworks · 1 week ago

Customer Support Advocate, Admins

Tampa, Florida

Full-time

Hybrid

Senior Level

$29.76/hr - $32.74/hr

5+ years exp

Justworks is a company that provides HR solutions to help businesses focus on their operations. They are seeking a Customer Support Advocate to manage customer inquiries and provide support related to payroll, tax, benefits, and compliance, ensuring a positive experience for their small business clients.

Bookkeeping and PayrollComplianceEmployee BenefitsHealth InsurancePayments

Responsibilities

Manage inbound inquiries from our small business customers via phone, email, and chat

Interface with customers at all levels of management including senior executives with inquiries and troubleshooting related to using all aspects of the Justworks platform including compliance, workers’ compensation, managing time off policies, reporting, integrations, performing bulk actions, and other HR related topics

Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback

Manage queue of open issues to deliver timely and effective solutions

Appropriately utilize available resources to resolve customer issues

Help with customer retention and contribute recommendations for improving our product and processes

Display a high level of professionalism and compassion when working with each customer on sensitive matters

Perform other related duties as assigned

Qualification

Customer service experiencePayroll administrationHR administrationB2B SaaS experienceCommunication skillsProblem-solving skillsSpanish languageSelf-starterAdaptabilityCreativity

Required

5 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments

1 year minimum experience in payroll, benefits, and/or HR administration

A passion for delighting customers and helping people

Comfort handling challenging situations over the phone and speaking with all levels of management including business owners and executives - ability to be empathetic, compassionate, responsive and resourceful

Strong written (email and chat) and verbal (telephony) communication skills with acute attention to detail

Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand

Ability to come up with creative solutions to any problem you face, and to know how to organize and prioritize your workload

Proven self-starter, taking ownership and accountability over your work