Customer Support Representative
Payroll, Hybrid
Posted on 4/2/2024
Homebase

501-1,000 employees

Comprehensive management tools for hourly teams
Company Overview
Homebase is a highly efficient tool for small businesses, providing a comprehensive suite of services including employee scheduling, time tracking, payroll, and team communication. Recognized by Inc Magazine as Best in Business 2020 Gold Medal Winner and Top Rated Time Clock and Scheduling Software by Motley Fool's The Blueprint, it demonstrates industry leadership and a competitive edge. The company's culture is focused on simplifying administrative tasks, enabling business owners and employees to concentrate on core operations, thereby fostering a productive work environment.

Company Stage

Series C

Total Funding

$141.9M

Founded

2014

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

19%

1 year growth

75%

2 year growth

113%
Locations
Denver, CO, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
CategoriesNew
Customer Success & Support
Customer Education & Training
Customer Success
Customer Support
Requirements
  • 2+ years of customer support experience
  • 2+ years working in payroll support or implementation
  • Understanding of payroll fundamentals at the federal, state, and local levels
  • Proven track record of providing exceptional customer service and building strong customer relationships in a contact center environment
  • Excellent communication skills with a friendly and professional demeanor
  • Ability to effectively multitask, prioritize, and manage time in a fast-paced environment
  • Demonstrated problem-solving skills and the ability to think analytically
  • Tech-savvy with the ability to quickly learn and navigate new software applications
  • Ability to work independently as well as collaboratively within a team
  • Flexibility to adapt to changing priorities and business needs
  • Passion for supporting small businesses and helping them succeed
  • Exceptional interpersonal skills
Responsibilities
  • Delivering excellent support services to customers via phone, email, and chat
  • Assisting clients in resolving payroll-related inquiries, troubleshooting technical issues, and ensuring seamless usage of the payroll product
  • Promptly responding to customer inquiries via phone, email, and chat channels
  • Troubleshooting and resolving customer-reported problems by effectively diagnosing and escalating issues as needed
  • Educating customers on the features, functionalities, and best practices of the payroll product
  • Keeping accurate records of customer interactions, inquiries, and resolutions in the customer support system
  • Collaborating with internal teams to convey customer feedback, identify trends, and suggest product enhancements
  • Ensuring customers are getting the most value from the products and are on the right plan to best meet their needs
  • Staying updated on industry trends, regulations, and changes in payroll practices to ensure accurate and up-to-date support
  • Willingness to learn and keep up with product enhancements to support customers effectively