Client Support Specialist

About Employee Navigator

Employee Navigator is a fast-growing, profitable SaaS company that partners with leading insurance carriers, payroll providers, and insurance brokers to help make managing employee benefits and HR a whole lot easier. Our platform simplifies the day-to-day work behind benefits administration, employee onboarding, and other HR tasks. As the leading broker-focused platform we serve more than 180,000 companies and over 14 million employees around the country. We’re also honored to have been named a Washington Post Top Workplace for six consecutive years.

About the Role

The Client Support Specialist will deliver a world-class experience to our customers. The Client Support team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help all our users become Employee Navigator experts. You’ll be directly responsible for the experience of thousands of customers on Employee Navigator. 

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

Responsibilities

• Become an expert within all facets of the Employee Navigator platform through departmental and independent hands-on training
• Leverage deep understanding of Employee Navigator’s products and services to provide solutions to clients' issues and questions, exceeding clients' expectations and ensuring that clients understand the value of our products
• Provide the first line of support for our customer base via email, phone or our support forum
• Assist clients with case builds including benefits enrollment, carrier and payroll integrations and employee onboarding
• Collaborate with teammates on process improvements and strategies to make the most out of the Employee Navigator software
• Serve as an experienced consultant to customers supporting Employee Navigator’s complex products/technologies
• Provide recommendations to EN leadership around potential best practices and training on EN solutions, based on client input or experience
• Conduct webinar training sessions
• Work with general direction to resolve issues and provide solutions, with guidance in complex situations

Qualifications:

• 3+ years of experience in a client facing environment, with proven ability to produce positive results
• Possess innate customer service skills including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Expertly address challenging questions while providing answers that are quick and easy to understand
• Consistently seek to improve their own knowledge, the customer’s knowledge, and the product itself
• Be a motivated problem solver who can accurately document and communicate issues
• Demonstrate proficiency using Microsoft Office products, including Excel
• Bachelors Degree OR equivalent years of experience

Bonus Points:

• Experience with benefits administration, insurance, or payroll 

The expected hiring range for this position is $50,000-$56,000 p/year. This range represents the company’s good-faith estimate of the salary at the time of posting. The actual pay may vary based on factors such as the candidate’s experience, skills, qualifications, and location, as well as internal equity.

We offer a comprehensive benefits package designed to support our employees’ professional growth and personal well-being. Our benefits include paid time off, Volunteer Time Off, 401(k) with company match, medical, dental, and vision insurance, disability coverage, educational reimbursements, and paid parental leave. To learn more about our benefits, visit our careers page.

Employee Navigator does not discriminate based on race, religion, sex, sexual orientation, age, disability, or any other protected characteristic under applicable law.