Customer Support Specialist, Payments
Customer Support Specialist, Payments
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
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 data-driven 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 are a customer fanatic with a proven track record of going above and beyond for your customers. You treat others with care and empathy and assume the best intentions in others. You are a great communicator being able to simplify complex concepts into clear easy-to-understand terms. You love to solve problems and figure out how and why things work. You are an analytical motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change.
Our Customer Support Payments team at Justworks is dedicated to helping our customers run their business with confidence. We are the payments and tax experts our customers rely on and we help our customers pay their people with ease. Our team takes ownership of our customers payroll and tax concerns and we actively drive issues to resolution. In this role you will support our small business customers with inquiries related to payroll payments tax billing customer retention company offboarding and reporting and contribute to internal discussions regarding product enhancements. We believe a positive team is the strongest unit and we strive to make ourselves and each other better. This is a fast-paced and challenging role but also incredibly rewarding due to the positive impact we have on our customers and their businesses.
NOTE: We are currently hiring for one shift schedule: 10am-7pm EST (Monday-Friday)
If hired you will be expected to attend mandatory training paid from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule.
Your Success Profile
What You Will Work On
- Take ownership of key aspects of our customers payroll and money movement such as: payments tax relief programs end of year filings ACH processing billing and additional payments related inquiries
- Explain complicated concepts and compliance related to payroll tasks (final pay terminations overpayments manual payments) in simple user-friendly terms for our customers providing them with both product and subject matter education
- Provide specialized services to admins including payments issues triaging & support customer retention seamless company offboardings and specialty payments/tax projects and programs
- Gather feedback from at-risk customers to understand their concerns reasons for potential churn and areas where we can improve
- Collaborate with our Retention team to share insights and coordinate efforts to retain at-risk customers
- Build mental muscle and become a payroll & payments product expert - youll be a go to resource for both customers and coworkers
- Display a high level of professionalism and compassion when working with each account on sensitive matters
- De-escalate and resolve issues with confidence by effectively using resources and platform expertise
- Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement
- Work through creative solutions to effectively answer customer questions provide guidance troubleshoot and resolve issues and route feedback
- Multi-channel support including phone email chat and video conferencing to communicate with our customers with a sense of urgency and in alignment with strict deadlines
- Perform other related duties as assigned based on department and/or organizational needs
How You Will Do Your Work
As a Customer Support Specialist Payments 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 open-ended 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.
- Solution-oriented - 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.
- Detail - Oriented - exercises extreme attention to detail; is thorough accurate organized and productive and seeks to understand both the cause and effect of a situation.
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
- 6 years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
- 1 year of experience working with payroll concepts and practices
- Prior experience in PEO payroll or HR industries a plus
- A track record of operating in a time sensitive or deadline driven environment
- Curiosity and an aptitude for learning new things and understanding how and why things work
- Acute attention to detail
- Strong verbal and written communication skills with the ability to break down complex concepts into simple terms
- Excellent at time management organization and prioritizing tasks
- Experience with Zendesk JIRA Talkdesk Google Suite Microsoft Office or related tools
- Preferred Payroll industry certification(s): Certified Payroll Professional (CPP) or Fundamentals of Payroll Certification (FPC)
- 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 $32.55 to $35.81 per hour.
#LI-CD1 #LI-Hybrid
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.
Required Experience:
Unclear Seniority
Employment Type
Hourly
