Customer Experience Professional

This is a fully remote position, open to applicants in California.

📋 Description

• Serves as the primary point of contact via phone, email, or callback for candidates, Field Offices, and Clients regarding the payroll/time entry system, access issues related to the online time reporting system, compliance requirements, benefits, 401K, sick pay, employment verification requests, Canadian ROE's & Availability, as well as tax inquiries/issues.

• Addresses issues by leveraging a comprehensive understanding of Field Service Center Departments and Branch operations.

• Processes and documents transactions or initiates forms for resolution by Payroll Operations.

• Informs branch offices about timelines, procedures, and the cost/benefit analysis of various alternatives.

• Guides candidates on the various self-service options available through the websites and Interactive Voice Response (IVR).

⛳️ Requirements

• High school diploma or equivalent.

• Minimum of 3 years of prior customer service experience required.

• At least 1 year of experience in a call center environment.

• Payroll experience is advantageous.

• Proficiency in Microsoft Office Suite applications.

• Capability to quickly learn new applications.

• Familiarity with PeopleSoft and other HR applications is preferred.

• Application of judgment, knowledge recall, and hearing abilities.

• Strong verbal and written communication skills.

• Adequate visual ability.

• Capacity to sit for extended periods.

• Competence in data entry.

• Experience using call center telephone/email applications or other office equipment.

• Demonstrated reliability in attendance.

• Ability to sequence tasks and follow directions effectively.

• Collaborative skills to work with team members and others to fulfill work obligations.

• Proven ability to meet or exceed established quality standards.

🏝️ Benefits

• Group health insurance benefits (medical, vision, dental).

• FSA and HSA healthcare accounts.

• Life and accident insurance.

• Adoption and fertility assistance.

• Paid parental leave of up to 6 weeks.

• Short/long term disability coverage.

• Paid time off for vacation, personal needs, and sick days.

• Up to 17 days of Choice Time Off (CTO) per calendar year.

• Up to 11 paid holidays per calendar year.

• 401(k) savings and investment plan or deferred compensation plan with a 100% employer match on the first 3% of contributions.