Customer Support Representative II

Job Description 

Customer Support Representative II

Job Level: S2

Summary/objective

In addition to the essential job functions of a Customer Support Representative, a Customer Support Representative II performs more complex tasks, determining causes of atypical occurrences and applying standard principles and practices to implement solutions.

Essential Job Functions

• Maintains a high rate of isolved client retention through superior customer service.

• Respond accurately to a large volume of support calls and emails in a timely manner with a high degree of professionalism.

• Research and resolve inquiries that is at times more complex than standard inquiries

• Demonstrated ability to achieve a standard of excellence with our customer service expectations, work processes and outcomes.

• Appropriately escalate issues for clients and participants as prescribed by standard operating procedures.

• Accurately document all communications.

• Accurately complete all assigned processing tasks.

• Participate in customer service training related to knowledge and skill enhancements.

• Consistently delivers excellent client experiences. Seeks ways to improve the client

experience.

• Provides assistance to less experienced CSR's.

• Uses knowledge to improve processes and is able to identify and communicate gaps.

• Call & Case Evaluation scores are consistently 75 or higher.

• Actively participates in project teams.

• Additional duties as assigned.

Job Complexity

• Applies acquired job skills and company policies and procedures to complete assigned tasks.

Interaction

• Works on assignments that are semi- routine in nature but recognizes the need for occasional deviation from accepted practice.

Supervision

• Normally follows established procedures on routine work, requires instructions only on new assignments. Work may be spot- checked in progress and upon completion.

Experience

• Typically requires a minimum of 1 - 3 years of related experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• Strong computer aptitude, which includes expertise with Microsoft Excel as well as experience with payroll and Human Capital Management platforms

• Ability to analyze data with particular attention to detail

• Excellent written, oral, and communication skills

• Strong customer service orientation and problem resolution skills

• Working knowledge of federal, state, and local industry specific federal and state laws and best practices

• Excellent interpersonal skills

• Achieved two specialized certifications (for example: Accruals, Boost Training)

• Demonstrated & applied competency beyond training.

• 1 year isolved Payroll Customer Support experience

Additional Preferred Qualifications

• 1-3 years related experience

• 1 year experience with isolved platforms

**Current needs of the Business is a contributing factor for promotion into this role.

Physical Demands

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

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

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

FLSA Classification

Non-Exempt

Location

Any

Internal Job Title

Customer Support Representative II

Effective Date

9/3/2024

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.  

Current Openings for Customer Support Representative II Jobs at isolved