Customer Service Representative

Service Support Specialist Jr.

Job Description

The Service Support Specialist Jr. provides frontline support to clients through inbound and outbound calls in a fast-paced call center environment. This role focuses on delivering high-quality customer service, supporting benefits administration, payroll, and Affordable Care Act (ACA) processes, and ensuring client satisfaction and retention. The ideal candidate is technically capable, highly organized, customer-focused, and eager to learn complex systems while guiding clients through critical processes such as Open Enrollment.

Key Responsibilities

+ Answer general inbound calls and place outbound calls to support customer satisfaction, retention, and business growth

+ Handle routine and lower-complexity client inquiries following established procedures and scripts

+ Navigate company customer information and order systems using foundational product and service knowledge

+ Schedule and lead virtual client meetings to answer questions and guide configuration changes in Workforce Now (WFN), including:

+ Benefit Plans

+ Employee Self Service

+ Payroll

+ Carrier Connections

+ ACA configurations

+ Troubleshoot Benefits, Carrier Connection, and ACA-related issues, providing consistent follow-up until resolution

+ Assist with running and reviewing reports related to benefits, payroll, and ACA filings

+ Coordinate and participate in calls with clients, insurance brokers, providers, and carriers to clarify benefit plan changes

+ Provide ongoing support to clients during Open Enrollment and ACA filings via phone, email, and scheduled meetings

+ Collect and validate data to complete Carrier Connection templates and ensure accurate file transmission

+ Act as a liaison between clients, brokers/providers/carriers, and internal Carrier Connections teams

+ Proactively verify accuracy of payroll dates and benefit rate changes following Open Enrollment

+ Obtain basic Payroll WFN and Mainframe knowledge to support small payroll-related projects

+ Support benefit and ACA internal projects as requested by peers or Executive Relationship Managers (ERM)

+ Maintain accurate case documentation using automated AI-driven note-taking tools

Call Volume & Work Environment

+ Average of 18-20 calls per day, ranging from 15 minutes to 1 hour

+ No auto-dialer; AI-assisted systems automatically capture notes, allowing focus on troubleshooting and client engagement

+ Fast-paced, collaborative call center environment

Required Skills

+ Strong customer service orientation

+ Excellent verbal and written communication skills

+ Troubleshooting and problem-solving abilities

+ Typing proficiency and strong technical/computer skills

+ Ability to multitask and manage multiple cases simultaneously

+ Case management experience

+ Comfort working in a call center environment

Preferred / Plus Qualifications

+ Bilingual in Spanish

+ Bachelor's degree

+ Experience in benefits administration, payroll, consulting, or related industries

+ Project management or project coordination experience

+ Familiarity with multiple software platforms and tools

Ideal Candidate Profile

+ Proven customer service experience in a call center or client-facing role

+ Experience supporting clients in benefits, payroll, healthcare, or consulting environments

+  Experience in retail or restaurant customer service with strong professionalism and technical aptitude

+ Strong ability to quickly learn new software platforms and confidently teach clients how to use them

+ Demonstrated troubleshooting skills with the ability to apply practical solutions

+ Experience working with multiple systems and technology tools

Soft Skills & Competencies

+ Strong multitasking and time management skills

+ Organized, efficient, and detail-oriented

+ Ownership mindset with accountability for results

+ Ability to thrive in a fast-paced environment

+ Team-oriented and comfortable collaborating with peers

+ Strong written and oral communication skills

+ Willingness to learn and grow

+ Professional demeanor with strong relationship-building skills

+ Ability to interview and communicate using the STAR method

Experience Level

+ Intermediate Level

Job Type & Location

This is a Contract position based out of Tempe, AZ.

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision
- Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)  - Short and long-term disability
- Health Spending Account (HSA)  - Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Tempe,AZ.

Final date to…