Customer Service Specialist

Job Title: Customer Service Specialist

Position Overview

We are looking for a Customer Service Specialist to provide reliable and efficient support to customers and employees through both phone and back-office channels. This role will handle basic inquiries, assist with password resets, direct concerns to the appropriate department, and complete administrative tasks as needed. The ideal candidate is customer-focused, patient, detail-oriented, highly trainable, and has a positive attitude toward work. Key Responsibilities

• Handle inbound customer and employee calls and provide professional and courteous assistance.
• Respond to basic questions and concerns and provide accurate information.
• Assist with password resets and basic account access concerns.
• Identify the nature of inquiries and direct or route customers to the appropriate department or team.
• Escalate issues that require specialized assistance or additional support.
• Perform back-office tasks such as data entry, updating records, processing requests, and maintaining accurate documentation.
• Review and process customer or employee requests according to established procedures.
• Document calls, requests, and resolutions accurately in the appropriate system.
• Follow up on pending requests when necessary.
• Maintain confidentiality when handling customer, employee, and account information.
• Follow company policies, procedures, and service standards.
• Perform other related duties as assigned. Qualifications
• Bachelor’s degree / College level with successful demonstration of required qualifications and competencies.
• At least 2 year of customer service, call center, help desk, or back-office experience.
• Experience handling both calls and administrative/back-office tasks.
• Good verbal and written communication skills.
• Comfortable assisting customers over the phone and handling routine inquiries.
• Strong attention to detail and accuracy.
• Ability to identify issues and determine the appropriate department or team to handle them.
• Basic computer skills and the ability to navigate multiple systems.
• Highly trainable and willing to learn new processes, systems, and procedures.
• Demonstrates a positive attitude and good work ethic.
• Reliable, responsible, and able to work well with minimal supervision.
• Good organizational and time-management skills.
• Ability to handle confidential information professionally. Preferred but Not Required
• Experience using iSolved or other HR/payroll-related systems.
• Experience supporting employees or customers with HR, payroll, benefits, or account-related concerns.
• Previous experience in a help desk or technical support environment. Work Arrangement
• 80% Customer Calls / 20% Back-Office Support
• The role requires flexibility in switching between phone-based customer support and administrative/back-office tasks. Ideal Candidate

The ideal candidate is customer-focused, dependable, highly trainable, and willing to learn. They should have a positive attitude toward work, communicate clearly, and be comfortable handling both customer calls and back-office responsibilities. They should also be able to resolve basic concerns independently while knowing when to properly escalate or route an issue to the appropriate team. Basic WFH Equipment Requirements:

• Stable internet connection, preferably at least 50mbps and have back up internet connection at least 25mbps
• Headset and video camera for video calls/ online meetings

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other instructions and duties. This job description may be revised from time to time and does not constitute a contract for employment.