Client Advocate

1 month ago

West Chester, United States PrimePay, LLC Full time

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 Advocate. The Client Advocate is responsible for managing and resolving escalated customer complaints within our organization. This role involves coordinating with internal teams, product/service suppliers, and contact center staff to investigate complaints, determine their validity, and propose appropriate solutions to ensure customer satisfaction. This position plays a crucial role in upholding our company's reputation for excellent customer service and contributes to reducing the number of escalated complaints through proactive measures.

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

Responsibilities:

  • Review and analyze customer complaints that have reached the highest escalation level within the organization
  • Coordinate with product/service suppliers and contact center staff to gather necessary information to assess the validity of complaints
  • Utilize a thorough understanding of our products/services and company policies to determine appropriate resolutions for customer complaints
  • Communicate effectively with customers, providing timely updates and solutions to their escalated complaints
  • Exercise discretion and judgment in handling each case, ensuring fair and satisfactory outcomes for both the customer and the company
  • Track and document complaints, identifying trends and making recommendations to management for process improvements
  • Collaborate with internal teams to implement changes aimed at reducing the frequency of escalated complaints

Qualifications

  • Bachelor’s degree in a relevant field preferred
  • 2-7 years of related experience in customer/client services, complaint resolution, or similar roles
  • Strong customer service skills with the ability to empathize and communicate effectively with customers
  • Excellent problem-solving abilities with a focus on finding practical solutions to complex issues
  • Familiarity with customer service monitoring software and CRM systems
  • Ability to work independently and collaboratively in a fast-paced environment
  • Attention to detail and accuracy in documenting and analyzing complaints
  • Demonstrated discretion and judgment in handling sensitive customer issues

PrimePay Offers:

  • A competitive salary in the $70 - $90K 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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