Customer Support Associate

Position: Customer Support Associate

Reports to: Office Director

Job Summary:

The Customer Support Associate (CSA) is responsible for supporting contract employee payroll and benefit needs, assisting sales and recruitment teams with the full cycle of a contract employee’s employment, managing workers’ compensation claims, and assisting office management with operational activities.

Duties/Responsibilities:

• Provide exceptional customer service to the internal team, clients, and contract employees.
• Manage timecard audit and collection, including contract employee time off requests.
• Resolve contract employee payroll and invoicing issues (e.g. adjustments, lost checks, invoice inaccuracies, etc.).
• Guide and initiate any contract employees through benefits enrollment, payroll entry, time-off requests, worker’s compensation claims, and client specific working guidelines.
• Independent critical thinking and decision making to resolve employee issues.
• Manage and oversee full-cycle onboarding and offboarding for contract employees, including new hire paperwork, scheduling pre-employment screening, completing Form I-9/E-Verify and unemployment.
• Partner with sales to onboard new clients, including collection of client addendums, services agreements, and exhibits, and maintain an accurate master client list.
• Partner with talent acquisition, training and development, and human resources to onboard and offboard internal employees.
• Manage and support the office coordinator as needed or support other related duties when assigned.

Required Skills/Abilities:

• Experience with employee relations, human resources, payroll, and/or customer service.
• Excellent communication, organizational, time, and people management skills.
• Able to handle sensitive and confidential information.
• Experience using a CRM system, HRIS, Salesforce, and UKG a plus.
• Proficiency in Microsoft Office.
• Ability to multitask, prioritize, work independently, and problem solve.

Education and Experience:

• Associates/Bachelor’s degree preferred.
• 1-3 years customer service, payroll, and/or human resources experience preferred.

Physical Requirement:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

This is a general job description of basic expectations of the job, RHM has the right to alter the responsibilities at any time.