Customer Support Advocate, Employees

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 self-starter 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 customer’s 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 fast-paced 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 the shift schedule of Monday-Friday, 7am-4pm EST

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. 

What You Will Work On

• Manage inbound inquiries from our small business customers’ employees via phone, email, or chat
• Provide expert-level 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 go-to 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 white-glove customer experience
• Ensure proper triage, escalation, and effective resolution of higher-level 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 open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's 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.

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. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re 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. You’re 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 you'll do. You’re 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 self-starter, 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 New York City Office is targeted at $26.44 to $31.25 per hour.

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