Associate Customer Account Manager

About the Role

The Associate Customer Account Manager nurtures and sustains effective client relationships by resolving process and service issues. This role resolves Healthcare Professionals' (HPs) questions or issues regarding paycheck earnings and deductions, federal and state taxation, and reimbursements in line with IRS guidelines. You'll maintain industry-recognized benchmarks for Supplier Security Privacy & Assurance (SSPA) for resolution time.

Location: Dallas, TX, 2 days onsite

Hours: 10:30 am to 7:00 pm CT

Pay Rate: $17.25 - $20.50 Hourly

Key Responsibilities

• Manage inbound and outbound calls and other customer inquiries, primarily related to payroll, timecards, paychecks, deductions, taxes, and reimbursements.
• Research and resolve customer concerns with a focus on accurate and timely resolution.
• Provide support to Healthcare Professionals who may be frustrated or concerned about pay-related issues, using strong communication and de-escalation skills.
• Navigate Salesforce for case management and documentation of customer interactions.
• Utilize PeopleSoft to research timecards, paychecks, pay stubs, and other payroll-related information.
• Work across multiple systems and resources to investigate issues and determine appropriate solutions.
• Create, document, track, and manage customer cases through resolution.
• Partner cross-functionally with Payroll, Billing, Time Processing, Recruitment, Account Management, and other internal teams.
• Take ownership of customer concerns and use available job aids, processes, and resources to independently resolve issues when possible.
• Exercise sound judgment when working through unique or complex situations that may fall outside standard processes.
• Identify opportunities to improve processes and the overall customer experience.
• Support additional business needs, including strike-related activity, as needed.

Requirements & Tech Stack

• Problem-solving
• Effective Communication Skills
• Salesforce experience strongly preferred, particularly for case management.
• PeopleSoft experience strongly preferred, especially involving payroll, timecards, or employee pay information.
• Experience with Microsoft Excel and Word.
• Demonstrate the ability to effectively use technology, automation, and AI-enabled tools to improve productivity, support decision-making, and enhance business outcomes while adhering to company policies and responsible AI practices.

Qualifications

• High School Diploma/GED plus 0-2 years of work experience of customer service, contact center, customer account management, payroll support, or related experience preferred.
• Experience in a fast-paced, external facing Customer Support department.
• Experience in a Customer Account Management role.

Work Environment / Physical Requirements

• Work is performed in an office/home office environment.
• Team Members must have the ability to operate standard office equipment and keyboards.