Client Experience Specialist (Remote - Pacific Hours)

About OnPay

OnPay is a fast-growing software company headquartered in Atlanta, offering a modern cloud-based payroll, HR, and benefits solution for small to mid-size businesses. Over the last year, our headcount has increased by 100%. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company!

The Client Experience team is responsible for helping our clients identify and resolve issues in a simple and transparent way. We fully understand that our client’s success makes us great. By doing business in this way, we deliver an exceptional experience resulting in saved time and money for our clients.

Role Responsibilities:

• Provide Tier 1 customer support
• Provide our clients support regarding the resolution of issues via the online portal, phone, and chat
• Ensure that documentation of client issues and resolutions is comprehensive and professional
• Respond to client inquiries promptly and professionally
• Learn and navigate OnPay systems to respond to client issues
• Ask relevant questions to define the root cause of a problem and generate appropriate solutions
• Effectively troubleshoot problems and identify solutions for clients as well as internal teams

Traits and Skills We Seek:

• Great listener while showing attentiveness, flexibility, patience, and empathy
• Ability to work remotely – facilitate a quiet, professional work environment at home
• Must be coachable and willing to learn
• Excellent customer service skills
• Detail-oriented and very organized
• Problem solver enjoys helping others
• Superior interpersonal skills with the ability to work with various types of clients
• Desires to make a meaningful impact at a fast-growing, exciting company
• Ability to manage multiple tasks simultaneously
• Responds promptly and professionally to customer inquiries
• Self-starter with a sense of urgency

Experience and Skills:

• 1-2 years of customer service experience
• Excellent written and verbal communication
• College experience (degree strongly preferred)
• Xero and QuickBooks knowledge
• Previous experience in the Payroll Industry required

Perks:

• On-site training at our Ponce City Market HQ
• Stock Options
• Ponce City Market employee discounts & more
• Four weeks of paid time off plus paid holidays and generous Parental Leave
• A casual team-oriented environment with a solid work/life balance and flexible work options
• Stocked kitchen with a variety of snacks and drinks
• Medical, Dental, Vision, 401(k), Short-term/Long-term Disability, and Life Insurance

For CA, CO, and NY applicants, the salary range for this position is $23-$25/hr. Final offer details are determined by a number of factors, including, but not limited to, candidate location, experience, and skills.

OnPay is an equal-opportunity employer. OnPay makes all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.