Call Center Support Specialist

Job Type

Full-time

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. This is a 100% in-office role based at our Meridian, ;

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.

• 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 and communicate status and timing expectations.
• Determines the scope of customer requirements to support responding to inbound inquiries regarding Spending Accounts and COBRA; utilizes 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, and recommending and executing a course of action.
• Demonstrates strong ownership of cases, ensuring prompt resolution and minimizing aging or open items.
• Maintains high inbound call availability to support customers.
• Contributes to resolving challenging cases through effective de‑escalation and problem‑solving techniques.
• Demonstrates 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.

• Bachelor's Degree.
• 1+ years of demonstrated client/customer service experience.
• Intermediate computer skills with the ability to utilize multiple resources while advising live on calls.
• Familiarity and comfort with web‑based applications.
• Intermediate experience with Microsoft Office, especially Excel.
• Basic project management abilities related to managing high‑volume client requests and solutions.
• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season.

• Call center experience.
• Bi‑lingual fluency in Spanish and English.
• Knowledge of healthcare and welfare benefits concepts.
• High‑volume customer/client first‑call resolution experience.

Paylocity is an equal‑opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected statuses as required by applicable law. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request a reasonable accommodation in the job application or interview process, please contact  This email address is exclusively designated for such requests.

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.