Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.   

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Client Success Representative, Benefit Services (CSR). Client Success Representatives at PrimePay are the main service contact for our participants and we strive to treat them like family, helping them to understand and take full advantage of their benefits. CSRs support COBRA, flexible spending account (FSA), health reimbursement arrangement (HRA), and health savings account (HSA) participants.  CSRs are responsible for providing technical assistance and support to customers regarding compliance and benefits products through various communication channels such as telephone, email, or chat. CSRs analyze customer inquiries, resolve technical issues, and coordinate with other departments to ensure timely and accurate solutions. This role requires a deep understanding of the compliance and benefits products, and services offered by PrimePay. 

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment.  With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day.  Interested? Join us in our evolution!

A day in the life of a Client Success Representative may vary, but you can expect to:

• Respond to customer inquiries regarding compliance and benefits products via telephone, email, or chat
• Provide technical problem resolution and communicate solutions to customers
• Analyze customer service needs and collaborate with other departments to develop appropriate solutions
• Develop and maintain a comprehensive understanding of compliance benefits products to address complex inquiries effectively
• Record customer interactions and research product information using customer relationship applications or databases
• Provide basic technical support on benefits products, including installation, troubleshooting, and maintenance
• Offer preventive maintenance and configuration recommendations to customers
• Documents support interactions, including details of inquiries, complaints, and actions taken
• Escalate complex inquiries to higher-level support teams as necessary

Success will come if you are:

• 1-3 years front line customer service experience
• 6-12 months prior experience working in an office setting preferred
• Proficient in customer interaction, adept at engaging with customers via various communication channels
• Skilled in providing technical support, capable of resolving customer inquiries and issues effectively
• Able to conduct thorough inquiry research and respond to customer queries promptly and accurately
• Familiar with customer relationship management (CRM) software for recording and managing customer interactions
• Knowledgeable in product support, capable of assisting customers with installation, troubleshooting, and maintenance 
• Experienced in service desk management, able to handle customer requests and inquiries efficiently
• Capable of providing remote support to customers, offering assistance and guidance from a distance
• Well-versed in policies, standards, and procedures governing customer support operations
• Proficient in using help desk software to document support interactions and track customer issues

It’s a huge plus if you:

• Have previous experience with COBRA and FSA/HSA/HRA administration
• Are bilingual (English/Spanish)

PrimePay Offers:

• A competitive salary in the $18 - $22/hour range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

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