Customer Support Advocate, Employees
Customer Support Advocate, Employees
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Job Description
Who We Are
At Justworks youll enjoy a welcoming and casual environment great benefits wellness program offerings company retreats and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset our people.
Were helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. Were datadriven and never stop iterating. If youd like to work in a supportive entrepreneurial environment are interested in building something meaningful and having fun while doing it wed love to hear from you.
Were united by shared goals and shared motivations at Justworks. These are best summed up in our company values which are reflected in our product and in our team.
If this sounds like you youll fit right in.
Who You Are
You are focused on and committed to helping people. You treat others with care and empathy and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a smart motivated selfstarter looking to learn a lot and join a fast growing company with a top notch culture.
The Customer Support team at Justworks is in charge of leading all customer service inquiries no matter how big or small. Our team represents all of Justworks we take responsibility and ownership of our customers concerns and we actively drive issues to resolution. We believe a positive team is the strongest unit and we strive to make ourselves and each other better. We are the experts our customers rely on and a crucial part of the overall Justworks service offering. In this role you will support the worksite employees (WSEs) of our small business customers on a variety of inquiries related to timecards paychecks benefits the Justworks product and other HR related matters. This is a fastpaced and challenging role but also incredibly rewarding due to the positive impact we have on our customers their employees and their businesses.
Please note: We are currently hiring for two shifts of MondayFriday: 10am7pm EST and 11am8pm EST
If hired you will be expected to attend mandatory training paid from 9am6pm EST MondayFriday for approximately 4 weeks prior to moving over to your shift schedule.
Your Success Profile
What You Will Work On
- Manage inbound inquiries from our small business customers employees via phone email or chat
- Provide expertlevel support to customers around Justworks continually expanding product and service offerings including our software benefits payroll compliance and HR
- Assist WSEs with eligibility and enrollment in benefits and perks including Medical Dental and Vision insurance Life Insurance Flexible Spending Accounts Health Savings Accounts commuter benefits Long and Short Term Disability insurance retirement and COBRA
- Resolve WSE inquiries related to their paycheck time & attendance tax withholdings and tax documents
- Maintain product expertise on our software and be the goto resource for customers
- Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timing
- Work with a sense of urgency to provide accurate information in a friendly professional and empathetic manner to create a whiteglove customer experience
- Ensure proper triage escalation and effective resolution of higherlevel issues and challenging customer interactions through escalation to Team Leads or subject matter experts
- Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering
- Perform other related duties as assigned
How You Will Do Your Work
As a Customer Support Advocate how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role your foundational knowledge skills abilities and personal attributes are anchored in the following competencies:
- Consultative takes an approach that focuses on building relationships with others understanding their problems and developing solutions to their challenges through openended questions and active listening.
- Taking responsibility being accountable being committed and accepting ownership for ones decisions actions and behavior.
- Adaptability the ability to adjust your approach or actions in response to changes in your external environment.
- Solutionoriented identifies the source of a question or challenge and provides the right or a better way of doing things.
- Curious the innate desire to learn grow and understand.
In addition all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
- Camaraderie Day to day you can be seen working together toward a higher purpose. You like to have fun. Youre an active listener treat people respectfully and have a strong desire to know and help others.
- Openness Your default is to be open. Youre willing to share information understand other perspectives and consider new possibilities. Youre curious ask open questions and are receptive to thoughts and feedback from others.
- Grit You demonstrate grit by having the courage to commit and persevere. Youre committed earnest and dive in to get the job done well with a positive attitude.
- Integrity Simply put do what you say and say what youll do. Youre honest and forthright have a strong moral compass and strive to match your words with your actions while leading by example.
- Simplicity Be like Einstein: Everything should be made as simple as possible but no simpler.
Qualifications
- 4 years minimum professional experience in customer service preferably in B2B SaaS or contact center environments
- Strong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic compassionate responsive and resourceful
- A passion for delighting customers and helping people
- Strong written (email and chat) and verbal (telephone) communication skills with acute attention to detail
- Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
- Ability to come up with creative solutions to any problem you face and to know how to organize and prioritize your workload
- Proven selfstarter taking ownership and accountability over your work
- Experience working in SaaS HR payroll PEOs or health benefits a plus
- Spanish language capability or other second language at business conversation level a plus
The base wage range for this position based in our Tampa Office is targeted at $24.20 to $26.62 per hour.
#LIHybrid #LICD1
Actual compensation is based on multiple factors that are unique to each candidate including and not limited to skill set level of relevant experience and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks Total Reward Philosophy including all of the perks and benefits we are proud to offer our team members please visit Total Rewards @ Justworks.
Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity culture and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work our people and our product drives creativity and innovation entrepreneurial leadership and integrity competitiveness and collaboration throughout our business and in the market. We depend on our differences to make our team stronger our workplace more dynamic and our product accessible to all of our customers.
Were proud to be an equal opportunity employer open to all qualified applicants regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital or familial status disability pregnancy gender identity or expression veteran status genetic information or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs as well as for other covered reasons consistent with applicable federal state and local laws. If youre in need of a reasonable accommodation please reach out to us at . Your comfort and success matter to us and were here to ensure an inclusive experience.
Employment Type
Hourly
