Customer Solutions Specialist

2 weeks ago


Salt Lake, Utah, United States Employee Navigator Full time
About Employee Navigator

Employee Navigator is a dynamic and highly successful SaaS company specializing in insurance and HR technology, boasting a $100M ARR. We collaborate with top-tier insurance carriers, payroll providers, and insurance brokers to simplify the management of employee benefits and HR tasks, including benefits administration and employee onboarding. As the premier broker-centric platform in the US, we proudly serve over 175,000 businesses.

Recognized as one of the Washington Post's Top Workplaces for six consecutive years, including during challenging times, we invite you to contribute to our ongoing success and innovation.

About the Role

The Client Software Specialist plays a crucial role in delivering exceptional service to our clientele. The Client Software team is dedicated to guiding our broker partners through pivotal moments in their customer journey, sharing expertise to empower all users to become proficient in Employee Navigator. You will have a direct impact on the experiences of thousands of users on our platform.

*Please note: This is an onsite role five days a week*

Key Responsibilities
  • Develop a comprehensive understanding of the Employee Navigator platform through both departmental training and self-directed learning.
  • Utilize your in-depth knowledge of our products and services to address client inquiries and challenges, surpassing their expectations and demonstrating the value of our offerings.
  • Act as the primary support contact for our customer base through various communication channels.
  • Assist clients with case configurations, including benefits enrollment, integrations with carriers and payroll systems, and employee onboarding processes.
  • Collaborate with colleagues to enhance processes and strategies for maximizing the use of Employee Navigator software.
  • Serve as a knowledgeable consultant to clients, navigating the complexities of our products and technologies.
  • Provide insights and recommendations to leadership regarding best practices and training opportunities based on client feedback and experiences.
  • Conduct training webinars to educate users on our platform.
  • Work under general guidance to resolve issues and provide effective solutions, especially in complex scenarios.
Qualifications:
  • A minimum of 5 years of experience in a client-facing role, demonstrating a track record of positive outcomes.
  • At least 3 years of professional consulting experience or equivalent experience in a systems-oriented environment.
  • Possess strong customer service skills, characterized by empathy, accuracy, responsiveness, resourcefulness, and conscientiousness.
  • Effectively address challenging inquiries with clear and concise answers.
  • Consistently seek to enhance personal knowledge, customer understanding, and product quality.
  • Exhibit a proactive approach to problem-solving, with the ability to document and communicate issues accurately.
  • Demonstrate proficiency in Microsoft Office applications, particularly Excel.
  • Bachelor's Degree or equivalent professional experience.
Preferred Qualifications:
  • Experience in benefits administration, insurance, or payroll sectors.


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