Sr. Customer Service Specialist- HCM PEO Services

Summary/objective

isolved is seeking an ambitious, PEO-centric professional to join their Partner Support team. The Senior Customer Services Specialist provides technical payroll, tax and/or benefit support to our Certified Network Partners, both ASOs and PEOs.

Core Job Duties

• Understand isolved platform system configuration for both ASOs and PEOs.
• Troubleshoot technical or configuration issues for the Certified Network Partners (CNPs).
• Diagnose payroll, tax, benefits and/or HR related cases that cannot be resolved by CNPs as it relates to the isolved People Cloud.
• Advise on CNPs system setup when identifying errors or omissions.
• Handle both cases and phone calls to successfully assist CNPs.
• Adhere to the SOPs and SLAs driving the department's metrics to meet and maintain network partner agreement obligations.
• Identify and analyze specific payroll, HR or system trends for our partners and suggest best practices.
• Ensure excellent case and time management skills while documenting all CNP interactions in our CRM application (NetSuite).

Job Complexity

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks

Interaction

• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Supervision

• Normally receives little instruction on daily work, general instructions on newly introduced assignments. Routine assignments are performed independently unless problems occur.

Experience

• 3-5 years of customer support experience in HRIS systems, including PEO, payroll and time & attendance
• 4 year degree and/or equivalent combination of education and experience
• Strong customer-facing skills, including verbal and written communication
• Ability to work under pressure while resolving critical issues and communicating action plans to the customer as required
• CPP, SHRM-CP and/or PHR -strongly desired

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift at least 7 pounds.

Travel Required

Yes, travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Nonexempt

Location

Any

Internal Job Title

Partner Support Specialist

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable, and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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