[Remote] Client Experience Specialist (West Coast)

Note: The job is a remote job and is open to candidates in USA. OnPay is a fast-growing software company headquartered in Atlanta, focused on providing modern cloud-based payroll, HR, and benefits solutions for small to midsize businesses. They are seeking a Client Experience Specialist to help clients identify and resolve issues, ensuring exceptional customer service and support.

Responsibilities

• Provide Tier 1 customer support
• Learn and navigate OnPay systems in order to respond to client issues
• Provide our clients with support regarding the resolution of issues via the online portal, phone, and chat
• Effectively troubleshoot problems and identify solutions for clients as well as internal teams
• Respond to client inquiries promptly and professionally
• Ensure that documentation of client issues and resolution are comprehensive and professional
• Ask relevant questions to define the root cause of a problem and generate solutions

Skills

• 1-2 years of customer service experience
• Excellent customer service skills
• Respond promptly and professionally to customer inquiries
• Must be coachable and willing to learn
• Ability to manage multiple tasks simultaneously
• Desires to make a meaningful impact at a fast-growing, exciting company
• Superior interpersonal skills with the ability to work with various types of clients
• Self-starter, sense of urgency
• Detail-oriented and very organized
• Great listener while showing attentiveness, flexibility, patience, and empathy
• Excellent written and verbal communication
• Previous experience in the Payroll Industry or related
• College experience (degree strongly preferred)
• Excellent written and verbal communication
• Xero and QuickBooks knowledge

Benefits

• 4 weeks PTO + paid holidays
• Medical/Dental/Vision
• Short- & Long-Term Disability
• Life Insurance
• Fertility Benefits
• Parental Leave
• 401(k) with company match

Company Overview