Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.  

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Supervisor, Client Support. The Supervisor, Client Support oversees and orchestrates multifaceted operations within the Payroll and Benefits domains, including supervising diverse teams within the contact center environment, dedicated to customer service, contact center operations, customer experience, and retention. This role is responsible for ensuring the delivery of high-quality service to customers through various channels such as phone, email, and chat. The Supervisor monitors performance metrics, provides coaching and training to staff, and identifies opportunities for process improvements to enhance customer satisfaction and achieve sales targets.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment.  With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day.  Interested? Join us in our evolution!

*This is a full-time in office position at our corporate headquarters in West Chester, PA.

Responsibilities:

• Supervise teams handling customer inquiries ensuring adherence to service standards and prompt issue resolution
• Monitor interactions, workflow, and performance metrics to meet performance standards, sales targets, and service level agreements
• Provide coaching and training to staff on best practices for customer interaction, upselling techniques, product knowledge, and adherence to standard policies and procedures
• Manage daily workload and staff schedules to ensure adequate coverage and efficient handling of customer inquiries and support requests
• Identify opportunities for operational improvements and implement solutions to enhance efficiency and customer satisfaction
• Respond to escalated issues, facilitating solutions for complex or critical customer inquiries or technical problems
• Maintain up-to-date knowledge of products, features, and technical support techniques to effectively support customer inquiries
• Contribute to the development of processes and procedures to streamline operations and improve service delivery

Qualifications

• Bachelor’s degree or equivalent experience preferred
• Minimum of 3-5 years of experience in related area, with previous experience in a supervisory or leadership role preferred
• Thorough knowledge of functional area under supervision, including customer services, sales, or technical support
• Strong understanding of contact center operations, sales processes, and customer service principles
• Excellent communication and interpersonal skills for coaching, training, and interacting with staff and customers
• Ability to analyze performance metrics and identify areas for improvement
• Proficiency in using customer relationship management (CRM) software and other relevant tools
• Technical expertise in products and services offered to effectively support technical inquiries
• Leadership skills to motivate and inspire team members to achieve performance targets
• Problem-solving abilities to address escalated issues and implement solutions.
• Strong organizational skills to manage workload, schedules, and process improvements effectively

PrimePay Offers:

• A competitive salary in the $65 - $75K range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD