Posted on 
May 13, 2024

Customer Support Coordinator

Customer Success
Justworks
Justworks
Justworks
Private
1001-5000
HR & Recruiting

Justworks is a technology company that levels the playing field for all small

businesses. Through our software and as a partner, we help our customers take care of their teams, streamline their operations, and navigate the complex aspects of managing a workforce with confidence.

Job Description

Who You Are

===============

Are you focused on and committed to helping people? Do you love breaking down complicated concepts into simple terms and solving problems? Are you a smart, motivated self-starter looking to join a fast-growing company with a top-notch culture? The Customer Success Coordinator team at Justworks owns outbound notifications and essential inbound tasks to customers regarding their accounts, no matter how big or small.

Your Success Profile

========================

What You Will Work On

-------------------------

  • Craft outbound emails to customers regarding time-sensitive information relating to benefits, payroll, retention, and  worker’s compensation; follow up via phone when necessary
  • Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
  • Participate in short and medium-term projects that support our customers and operational teams
  • Manage queue of open issues to deliver timely and effective solutions
  • Communicate bugs and user feedback to our Product team
  • Help with customer retention and contribute recommendations for improving our product and processes
  • Perform other related duties as assigned

How You Will Do Your Work

-----------------------------

As a Customer Success Coordinator, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Solution-oriented - identifies the source of a question or challenge and provides the right or a better, way of doing things.
  • Curious - the innate desire to learn, grow, and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, and earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

------------------

  • 2 years of experience in a customer-facing role, preferably with a background in operations (bonus: PEO, HR, or small business experience)
  • Customer support skills and comfort in handling challenging situations; ability to be empathetic, compassionate, responsive, and resourceful
  • Strong written and verbal communication skills with acute attention to detail
  • Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
  • Ability to come up with creative solutions to any problem you face, and know how to organize and prioritize your workload
  • Spanish language capability, or other second language at the business conversation level, is a plus

The base wage range for this position based in our NYC office is targeted at $26.00 to $28.60 per hour.

#LI-Hybrid #LI-CD1

Who You Are

Are you focused on and committed to helping people? Do you love breaking down complicated concepts into simple terms and solving problems? Are you a smart, motivated self-starter looking to join a fast-growing company with a top-notch culture? The Customer Success Coordinator team at Justworks owns outbound notifications and essential inbound tasks to customers regarding their accounts, no matter how big or small.

Your Success Profile

What You Will Work On

  • Craft outbound emails to customers regarding time-sensitive information relating to benefits, payroll, retention, and  worker’s compensation; follow up via phone when necessary 
  • Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
  • Participate in short and medium-term projects that support our customers and operational teams
  • Manage queue of open issues to deliver timely and effective solutions
  • Communicate bugs and user feedback to our Product team
  • Help with customer retention and contribute recommendations for improving our product and processes
  • Perform other related duties as assigned

How You Will Do Your Work

As a Customer Success Coordinator, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Solution-oriented - identifies the source of a question or challenge and provides the right or a better, way of doing things.
  • Curious - the innate desire to learn, grow, and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, and earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

  • 2 years of experience in a customer-facing role, preferably with a background in operations (bonus: PEO, HR, or small business experience)
  • Customer support skills and comfort in handling challenging situations; ability to be empathetic, compassionate, responsive, and resourceful
  • Strong written and verbal communication skills with acute attention to detail
  • Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
  • Ability to come up with creative solutions to any problem you face, and know how to organize and prioritize your workload
  • Spanish language capability, or other second language at the business conversation level, is a plus

The base wage range for this position based in our NYC office is targeted at $26.00 to $28.60 per hour.

#LI-Hybrid #LI-CD1

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