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Client Support Specialist

2 months ago

Tampa, Florida, United States Vena Full time

About Us

At Vena, we foster a friendly and inclusive workplace, offering excellent benefits, wellness initiatives, and opportunities for professional growth. Our culture emphasizes collaboration and learning from industry leaders, making it an ideal environment for those passionate about supporting others.

Our mission is to empower businesses by allowing them to concentrate on their core operations while we tackle their HR challenges. We are committed to data-driven solutions and continuous improvement. If you thrive in a dynamic, supportive atmosphere and are eager to contribute to meaningful projects, we would love to connect with you.

Who You Are

You are dedicated to assisting others and approach every interaction with empathy and understanding. You excel at simplifying complex information and are a proactive problem solver. As a motivated self-starter, you are eager to learn and grow within a vibrant company culture.

The Client Support team at Vena is responsible for addressing all inquiries from our clients' employees, regardless of complexity. Our team embodies the spirit of Vena, taking ownership of customer concerns and driving issues to resolution. We believe that a positive team dynamic is essential for success, and we continuously strive to enhance our skills and support one another. In this role, you will assist worksite employees (WSEs) of our small business clients with various inquiries related to payroll, benefits, and other HR matters. This position is fast-paced and challenging, yet incredibly fulfilling due to the positive impact we have on our clients and their teams.

Your Responsibilities

Handle incoming inquiries from employees of small business clients via phone, email, or chat Provide expert support regarding Vena's diverse product and service offerings, including software, benefits, payroll, compliance, and HR Assist WSEs with eligibility and enrollment in various benefits, including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, and retirement plans Address inquiries related to paychecks, time and attendance, tax withholdings, and tax documentation Maintain expertise in our software and serve as a reliable resource for clients Manage open cases in our CRM to resolve inquiries promptly while keeping clients informed of status and expected resolution timelines Provide accurate information in a friendly, professional, and empathetic manner to ensure a high-quality customer experience Effectively triage and escalate complex issues to Team Leads or subject matter experts as needed Offer suggestions for enhancing our products and processes while advocating for our clients Perform additional related duties as assigned

Your Success Profile

Key Competencies

Consultative Approach - Focus on building relationships, understanding client challenges, and developing tailored solutions through active listening. Accountability - Take ownership of decisions and actions, demonstrating commitment to responsibilities. Adaptability - Adjust your approach in response to changing circumstances. Solution-Oriented Mindset - Identify challenges and propose effective solutions. Curiosity - A strong desire to learn and grow professionally.

Qualifications

Minimum of 4 years of professional experience in customer service, preferably in B2B SaaS or contact center environments Strong instincts for customer service and the ability to handle challenging situations with empathy and resourcefulness Passion for providing exceptional service and assisting others Excellent written and verbal communication skills with a keen attention to detail Ability to learn new products quickly and explain complex topics in simple terms Proven ability to develop creative solutions and prioritize workload effectively Self-starter with a strong sense of ownership and accountability Experience in SaaS, HR, payroll, or health benefits is a plus Proficiency in Spanish or another second language at a business conversation level is a plus

Commitment to Diversity

Vena is dedicated to creating a workplace that values diversity in identity, culture, and life experiences. We believe that a diverse workforce drives creativity, innovation, and collaboration. We are proud to be an equal opportunity employer and welcome all qualified applicants.

We are committed to providing necessary support to candidates with disabilities and ensuring an inclusive experience for all applicants.