Customer Account Associate

Position is Hybrid: Orlando, FL

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

PlanSource is looking for a highly motivated, organized, forward-thinking team member to join the Customer Success organization as Customer Account Associate.

The Customer Account Associate (Contact Center) provides support to brokers and employers utilizing the PlanSource Platform. This role closely works with the Sr. Customer Account Associates to ensure that client expectations are continually met or exceeded via email support and triaged call center cases. This position will function as part of the Customer Support Services Team responsible for all help desk services.

Responsibilities include:

• Comply with general and Client specific Service Level Agreements (SLAs).
• Escalate items that are not resolved in accordance with SLAs to Tier 2 level colleagues or Team Lead.
• Documentation of client activity (phone calls, emails) via client relationship management tracking software.
• Engage and coordinate with other PlanSource teams and departments to ensure client issue resolution.
• Log tickets in the designated system for technical support on reported issues.
• Read all release notes and technical updates to stay familiar with all system functionalities.
• Assist other departments when workload requires, as may be directed by Management.

About You:

Requirements for the Customer Account Associate:

• Strong customer orientation.
• Ability to be an effective team member.
• Must be able to work outside of normal work hours.
• Must demonstrate above-average initiative, self-reliance, and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities for the work functions assigned.
• Creative and professional verbal and written communication skills.
• Proficient with Microsoft Office Suite.
• Strong keyboarding skills.

Preferred: Prior experience working with employee benefits, benefits administration, or benefits-focused customer support environments.

What we Offer:

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.

#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities, and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

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