Customer Service Representative

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Intermediate Level

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

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

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life &…