Customer Support Coordinator

Title: Customer Support Coordinator

Location: Golden Valley, MN

Schedule: Monday-Friday typical daytime business hours.

Work from home eligible after 90 days of employment.

Wage: $25.50 including FT benefits

Job Summary

The Customer Support Coordinator is responsible for supporting customers and payroll department functions.

The Customer Support Coordinator will partner internally and externally for timely resolution of customer issues from start to finish; duties and processes include the following:

Essential Job Duties:



* Collaborates directly with customers, Support Coordinators/Case Managers, internal payroll and program team members, and budget and billing departments.  


* Monitors and responds to customer requests/inquiries via incoming phone calls and emails within established company policies, guidelines, and contract requirements.


* May assign customer service requests/inquiries to team members and/or other department personnel depending on the nature of the customer request and according to company procedures.


* Identify root problems of payroll and EVV issues through research, coordination of corrective actions, revision requests and necessary follow-up until the issue resolution is complete.


* Make outgoing communications to employers of record, workers, support coordinators via phone calls and emails to inform them of the problem and steps needed for resolution.


* Processes employee documents according to company policies and procedures.  Including but not limited to; change notices, direct deposits, W-4’s, etc.


* Performs payroll data audits by running reports and looking for missing or incorrect information.

Example: pay codes, EBS card setup, terms.

Makes necessary corrections


* Assists the Payroll Tax Coordinator with New Employer packet issue reach out/resolution.


* Provides support and training to other customer service team members.


* Responsible for processing special payrolls, at the discretion of the Payroll Supervisor.


* Assists with requests for verifications of employment.

Required Qualification:



* High school diploma


* Successful clearance of Department of Human Services background check


* Successful clearance of Motor Vehicle Background Check and acceptable driving record per Company Policy

Preferred Qualifications:


* AA or college degree preferred


* Must possess the ability to communicate with staff, participants, family members, visitors, State and County representatives, other professionals in the field, and the general public.


* Excellent written and verbal communication


* 1-2 years of customer service related experience preferred.