Case Specialist II

The Case Specialist II will manage and resolve complex customer inquiries from U.S.-based employees (clients), ensuring efficient payroll processing and providing effective solutions to technical issues while maintaining exceptional client satisfaction.

About the opportunity 

Dayforce is seeking a highly skilled Case Specialist II to join our team. This role offers an exciting opportunity to provide expert technical support for payroll and HR operations. The Case Specialist II will manage and resolve complex customer inquiries from U.S.-based employees (clients), ensuring efficient payroll processing and providing effective solutions to technical issues while maintaining exceptional client satisfaction.

What you'll get to do

• Case Management: Efficiently assign incoming client cases based on rotation and time-sensitive deadlines, ensuring a smooth and timely resolution.
• Overpayment & Payroll Notifications: Manage and communicate overpayment notifications and payroll deadline alerts to clients.
• Incident Resolution: Apply strong analytical and troubleshooting skills to resolve customer incidents, providing prompt and clear updates to clients.
• Root Cause Analysis: Identify the root causes of issues, collaborate with relevant resources as needed, and offer guidance on Dayforce products and services.
• Documentation: Accurately document case details and solutions within CRM tools (Salesforce), ensuring consistency and clarity for ongoing support.
• Client Engagement: Serve as the primary point of contact for U.S.-based employees, addressing inquiries related to payroll, benefits, tax, and timekeeping.
• Support Knowledge Base: Contribute to the enhancement of the team’s knowledge base, fostering continuous improvement in service quality and efficiency.
• Escalation Management: Professionally de-escalate client calls when necessary, ensuring concerns are handled with empathy and professionalism.
• Performance Metrics: Work within a metrics-driven environment, striving to meet key performance goals regarding case resolution, quality, and compliance.
• Customer Education: Provide ongoing education to customers, ensuring they are well-informed on payroll-related matters and the Dayforce platform.

Skills and experience we value

• Minimum of 2 years of experience in a customer service or call center environment, ideally with a focus on payroll or benefits.
• Previous experience in a remote customer support role is highly desirable.
• Fluency in English, with superior verbal and written communication skills (neutral accent).
• Ability to resolve complex customer inquiries independently and efficiently.
• Proficiency in CRM software (Salesforce), Microsoft Office, and web-based applications.
• Strong analytical thinking, problem-solving, and troubleshooting abilities.
• Excellent organizational and time management skills, with the ability to prioritize tasks effectively. 
• Experience in payroll, HR, or benefits management is a distinct advantage.
• Familiarity with payroll, tax, and workforce management applications is beneficial.
• Understanding of U.S. payroll concepts and regulations is a plus.
• Education: High school diploma required; additional education or relevant certifications are preferred.
• Language Skills: English fluency is a must (both written and verbal). Proficiency in Spanish is a plus.