Customer Support Advocate, Admins

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 a smart, motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change.

The Customer Support team at Justworks is in charge of solving 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 big reason why our customers love Justworks. In this role you will support the administrators and executives of our small business customers on a variety of inquiries related to payroll, tax, benefits, compliance, 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 and their businesses. 

Please note: We are currently hiring for three shifts. Wednesday through Saturday 9AM EST - 8PM EST, Wednesday through Saturday 10 AM EST- 9 PM EST, and Sunday through Wednesday 10AM -9PM EST. If hired, you will be expected to attend mandatory virtual training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule.

• Manage inbound inquiries from our small business customers via phone, email, and chat
• Interface with customers at all levels of management including senior executives with inquiries and troubleshooting related to all aspects of the Justworks platform including compliance, workers’ compensation, managing time off policies, reporting, integrations, performing bulk actions, and other HR related topics.
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
• Manage queue of open issues to deliver timely and effective solutions
• Appropriately utilize available resources to resolve customer issues
• Help with customer retention and contribute recommendations for improving our product and processes
• Display a high level of professionalism and compassion when working with each customer on sensitive matters
• Perform other related duties as assigned

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.”

• 5 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments
• 1 year minimum experience in payroll, benefits,  and/or HR administration
• A passion for delighting customers and helping people
• Comfort handling challenging situations over the phone and speaking with all levels of management including business owners and executives - ability to be empathetic, compassionate, responsive and resourceful
• Strong written (email and chat) and verbal (telephony) 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
• Spanish language capability, or other second language at business conversation level, a plus

The base wage range for this remote position is targeted at $29.76 to $32.74 per hour.

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