Service Specialist - ENS Product Services

Job Title: Frontline Advisor (Expense Wire) SERVICE SPECIALIST - ENS PRODUCT SERVICES/ Service Specialist - ENS Product Services
Location: Remote
Duration: 12 Months
Schedule: 8am- 5pm PST

Job Summary:
We need someone who is fine working contingent with no promise of becoming permanent. Although, this may occur, it is not a given. In addition, previously, we received a lot of applicants with heavy call center experience. This is great but it is important to know we are not a call center. In fact, we receive very few daily calls. We receive many more emails which typically need to be researched carefully. Many of the questions we receive are technical in nature so having the ability to learn new tools quickly is very helpful. Would like someone who has solid analytical and communication skills.

Also, we have a strong preference to hire someone from the West Coast. In our experience, those on the east coast rarely remain for long attempting to work east coast hours.

Under a moderate level of guidance and direction, provides frontline customer service for Expense Wire, one of Client's products. Clients who contact this team are Admins for the accounts; we do not offer end-user support. Therefore, the types of questions and situations presented to the frontline are more complicated than a normal call center and require research as well as constant communication with the client. This role and team use prescribed guidelines and best practices to ensure top-tier customer service is maintained, and customer issues are resolved timely. This role and team build knowledge of the organization, processes, and customers and prepare the Advisor for future roles within the team and Client.

Key Responsibilities:

• Delivers quality service to Expense Wire/Client's client via phone, Webex and email.
• Follows up on outstanding items to issue completion in compliance with established Service Level Agreements and KPIs.
• Ability to work with phones and Salesforce queues simultaneously remaining within SLA and achieve all KPIs.
• Develops and maintains an intermediate working knowledge of one or more Client's products, as well as industry policies and procedures. In this case, the primary product is Expense Wire, a comprehensive expense reporting product.
• Identifies opportunities for process improvement and works with leaders to implement.
• Demonstrates intermediate skill level with systems and software packages, which may include Salesforce, Flex, Core Advanced, HRIS, AskIt, Copilot and other CRM software.
• Documents all interactions in Salesforce.
• Send surveys to clients after all customer support interactions.
• Performs data input, maintaining strong prioritization and organization.
• Works on extra projects at the Manager's discretion.
• Serves as a mentor for less experienced teammates.

Must Have:

• Good communication skills: will be working with MANY stakeholders. Must be able to have good quick thorough conversations (verbal and written).

Nice-to-have:

• Second level Support experience - not simple first level questions in a call center.

Background/Experience:

• Previous Support Experience on a frontline or sales support - Strongly Preferred
• Experience with Expense Reporting or similar tools -Preferred
• Experience with AI tools to enhance customer support activities - Preferred
• Previous Payroll experience - Preferred
• Bachelor's Degree - Preferred