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Customer Solutions Specialist

2 months 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 firms, and insurance brokers to streamline the management of employee benefits and HR complexities. Our platform is the foremost broker-centric solution in the US, serving 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 is tasked with delivering an exceptional experience to our clientele. The Client Software team plays a crucial role in guiding broker clients through pivotal moments in their customer journey, sharing expertise to empower users to become proficient in the Employee Navigator platform. You will have a direct impact on the experience of thousands of users.

*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 our products and services to address client inquiries and issues, exceeding expectations and demonstrating the value of our offerings.
  • Act as the primary support contact for our customers via various communication channels.
  • Assist clients with case management, including benefits enrollment, carrier and payroll integrations, and employee onboarding.
  • 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 intricate functionalities of Employee Navigator's 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 platform functionalities.
  • Work under general guidance to resolve issues and offer solutions, seeking assistance in complex scenarios.
Qualifications:
  • A minimum of 5 years in a client-facing role, demonstrating a track record of positive outcomes.
  • At least 3 years of professional consulting experience or comparable experience in a systems-oriented organization.
  • Possess strong customer service abilities, including empathy, accuracy, responsiveness, and resourcefulness.
  • Effectively address challenging inquiries with clear and concise answers.
  • Continuously seek to enhance personal knowledge, customer understanding, and product quality.
  • Exhibit motivation as a problem solver, with the ability to document and communicate issues effectively.
  • 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.