Customer Service Support

Job Description

The Customer Service Support position supports members and customers of PayrollOrg (PAYO) and its affiliated companies by providing information, answering questions, and resolving issues. The successful candidate ensures customer satisfaction with PAYO’s products and services. The Customer Service Support team member is self-motivated and works in a service-oriented environment. The ideal candidate is someone with a natural customer-focused mindset and the interpersonal skills to de-escalate and problem-solve with empathy and confidence.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for supporting the daily activities in the customer service department.

• Researches, troubleshoots, and resolves customer inquiries timely; escalates to appropriate representative where applicable

• Resolve customer billing issues to reduce accounts receivable delinquency, processes financial transactions.

• Documents, updates, and stores records according to departmental guidelines.

• Audits and reconciles accounts receivable batch control.

• Inspects products on PAYO’s web store to ensure accuracy of codes, dates, and prices.

• Generate reports, as request.

• Sorts and distributes mail.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Knowledge of general customer service principles and issue resolution techniques.

• Intermediate proficiency in Microsoft Word, Excel, and Outlook.

• Proficient in the use of internet-based tools and other online resource tools.

• Ability to read and interpret instructions or guidelines.

• Ability to write clearly, concisely, professionally and informatively in response to both routine and complex issues.

• Personable, professional and patient in every customer interaction.

• A quick learner who adapts well regardless of learning style.

• Analytical and detail-oriented

• Comfortable juggling multiple priorities and switching gears as needed

• Resilient and flexible when handling unexpected scenarios.

Education and Experience

• High school diploma or equivalent is required. .

• Minimum of 2 years of customer service experience in a client facing or support role.

• Experience in a fast-paced or heavy multi-tasking environment is preferred.

Preferred Education and Experience

• Associate’s degree.

Certificates, Licenses, Registrations

• Not required.

Supervisory Responsibilities

• This position has no direct reports

Internal and External Interfaces

• Internal: Key stakeholders across PAYO, with regular interaction with Certification and Customer Service department team members.

• External: Members and customers.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability - Adapts to changes in the work environment; able to deal with frequent change, delays, or unexpected events.

• Analytical - Synthesizes complex or diverse information; collects and researches data.

• Ethics - Works with integrity and ethically; upholds organizational values.

• Initiative - Seeks increased responsibilities; looks for and takes advantage of opportunities.

• Innovation - Meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas.

• Interpersonal Skills - Maintains confidentiality; works well individually or collaboratively.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; demonstrates group presentation skills; participates in meetings.

• Organizational Support - Follows policies and procedures; supports organization's goals and values.

• Planning/Organizing - Prioritizes and plans work activities; sets goals and objectives.

• Problem Solving - Gathers and analyzes information skillfully.

• Quality Management - Demonstrates accuracy and thoroughness.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Requires prolonged sitting, walking, and standing depending on the job tasks with bending, stooping, pulling, pushing, crouching and stretching, and lifting to 15 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other technology equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Prolonged exposure to computer monitors. Normal office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Part-time