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 remarkable $100M ARR. We collaborate with top-tier insurance carriers, payroll providers, and insurance brokers to simplify the management of employee benefits and HR processes, including benefits administration and employee onboarding. As the foremost broker-centric benefits administration and HR platform in the United States, 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 legacy while creating new successes.

About the Role

The Client Software Specialist is dedicated to providing an exceptional experience for our clients. The Client Software team plays a crucial role in guiding our broker clients through pivotal moments in their customer journey, sharing expertise to empower all users to become proficient in Employee Navigator. You will be instrumental in shaping the experience of thousands of clients utilizing Employee Navigator.

*Please note: This position requires onsite presence five days a week.*

Key Responsibilities
  • Develop expertise in all aspects of the Employee Navigator platform through both departmental training and independent hands-on experience.
  • Utilize a comprehensive understanding of Employee Navigator's offerings to deliver solutions that exceed client expectations and demonstrate the value of our products.
  • Act as the primary support contact for our clientele via various communication channels.
  • Assist clients with case builds, including benefits enrollment, carrier and payroll integrations, and employee onboarding processes.
  • Collaborate with colleagues to enhance processes and strategies for maximizing the effectiveness of the Employee Navigator software.
  • Serve as a knowledgeable consultant to clients, supporting the complexities of Employee Navigator's products and technologies.
  • Provide insights and recommendations to leadership regarding best practices and training on Employee Navigator solutions based on client feedback and experiences.
  • Conduct training webinars to educate clients on the platform.
  • Work under general guidance to resolve issues and offer solutions, with support in more 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 background in a systems-oriented organization.
  • Possess strong customer service skills, characterized by empathy, accuracy, responsiveness, resourcefulness, and conscientiousness.
  • Effectively address challenging inquiries, providing clear and concise answers.
  • Continuously seek to enhance personal knowledge, customer understanding, and product improvement.
  • Exhibit a proactive approach to problem-solving, with the ability to document and communicate issues effectively.
  • Demonstrate proficiency in Microsoft Office applications, particularly Excel.
  • Bachelor's Degree or equivalent experience is required.
Preferred Qualifications:
  • Experience in benefits administration, insurance, or payroll services.


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