Customer And Admin Support

Customer And Admin Support Specialist

We are looking for a proactive, detail-oriented, and resilient Customer and Admin Support Specialist to join our team. This role is ideal for someone who thrives in a call environment and is experienced in managing challenging or irate callers with professionalism and empathy. As the first point of contact for employees and candidates across the country, you will be responsible for providing responsive support, resolving administrative concerns, and ensuring a smooth and supportive experience.

This is a fast-paced and dynamic position that requires strong communication skills, patience, and the ability to stay calm under pressure.

Key Responsibilities

Inbound & Outbound Call Support

• Handle calls each day, addressing a wide range of employee and candidate inquiries.
• De-escalate tense or emotional situations while providing clear, solution-oriented assistance.
• Tag and document all calls using standardized categories in the system.
• Follow up via voicemail and SMS using TextUs for unresolved or missed calls.

Administrative Support & Issue Resolution

• Assist employees with administrative matters such as form completion, system navigation, and general support questions.
• Provide real-time troubleshooting for common issues and escalate complex problems to the appropriate team.
• Ensure accurate documentation and tracking of all support cases using internal tools like Bullhorn and Able.

System Updates & Case Management

• Maintain up-to-date records by accurately updating statuses, tagging cases, and closing out completed tasks.
• Use platforms such as Greenshades and Branch to verify hours, payroll entries, and direct deposit setup.
• Monitor and follow up on pending cases to ensure timely resolution.

Ongoing Communication & Employee Engagement

• Send reminders and notifications via TextUs campaigns for employees with outstanding requirements.
• Perform targeted 1:1 follow-ups to drive completion of forms or resolve open issues.
• Guide new employees on how to navigate key tools such as Webtime and the employee portal.