Elevating the Customer Service Experience: Inside Our Employee Solution Center

Quick look: There are hundreds of PEOs across the U.S. and finding the right partner can be challenging. But here’s a tip: a great customer service team can make all the difference. In this blog, learn about ExtensisHR’s Employee Solution Center (ESC) and discover the benefits of having a responsive and knowledgeable support system that understands your unique needs and helps you easily navigate complex HR issues.

Feeling overwhelmed by the number of professional employer organizations (PEOs) on the market? You’re not alone. However, one factor that sets PEOs apart is the quality of customer support they provide to their customers.

When your workers are happy with their benefits and have seamless interactions with HR, they’re more likely to stick around. This helps retain valuable institutional knowledge, strengthens your company culture, and saves on the costs of hiring replacements.

Here’s how the right PEO customer service team, like ExtensisHR’s Employee Solution Center (ESC), can benefit your business by providing professional, reliable, friendly support that ultimately bolsters your bottom line.

What’s the ExtensisHR Employee Solution Center (ESC)?

ExtensisHR’s ESC professionals are here to help you tackle any HR challenges that come along. You can easily reach them through live chat, email, and phone. Plus, they’re available over the weekend via email from 9-5 PM Eastern time, ensuring your workforce can get the support they need whenever they need it.

Some ESC fast facts include:

• Phone calls are answered in an average of 10 seconds.
• The average chat message is answered within 30 seconds.
• Email inquiries have a 1-hour service-level agreement (SLA) time.
• ESC has a 95% same-day case resolution rate.
• They also partner with a translation service to serve employees who speak other languages.

ESC is dedicated to assisting ExtensisHR’s customers with:

• Onboarding: ESC members are there to help your new hires submit their I-9 forms and more.
• Benefit open enrollment and election review: The ESC team walks your employees through the enrollment process, helps them navigate HRCloud, discusses plan features, and confirms they’ve successfully completed and submitted their elections.
• Benefit plan comparison: By explaining the differences in plans and defining terms like “deductible” and “out-of-pocket maximum,” ESC ensures workers fully understand their options so that they can make the right choice.
• Qualifying life event discussions: When your staff experience a qualifying life event, like a marriage, the birth of a child, or a spouse losing existing health coverage, ESC can guide them through making any necessary benefit plan changes.
• Payroll matters: Does one of your employees need to update their W-4 or access their W-2? Or maybe they’re looking to understand their paystub better or change their direct deposit details. The ESC team can answer those payroll inquiries and more.
• Paid time off (PTO) questions: If your workers want to learn more about how much PTO they have, where to view PTO information, and how to submit a PTO request, ESC is there to help.
• Portal login and navigation support: ESC aids your workforce if they experience issues logging in to or using HRCloud.
• Issue escalation: ESC members will route issues to other ExtensisHR departments when necessary, ensuring employees get the help they need.

What value does ESC provide ExtensisHR’s clients?

Quickly answering your employees’ questions, of course, is a good thing. However, this guidance can benefit your business and its people in many ways. For example, ESC can enable your organization to experience:

1.  A quick resolution of HR issues: Many small businesses lack extensive HR departments, but PEO customer service representatives can fill the gaps by offering immediate, expert assistance.
2. Better employee satisfaction and retention: Employees appreciate quick resolutions to their HR-related queries, potentially leading to higher engagement and retention.
3. Seamless troubleshooting and tech support: Nothing throws a wrench in someone’s workday like an unexpected technology challenge. Luckily, ESC provides prompt HRCloud support, ensuring your entire business can fully utilize their tools.
4. Enhanced productivity: ESC allows you and your staff to focus on growth and strategic planning rather than day-to-day HR issues and have peace of mind that your HR processes are running smoothly.
5. Personalized guidance and relationship building: The consistent, personalized support offered by the ESC fosters trust and collaboration and helps build a strong relationship between your organization and ExtensisHR.
6. Increased benefit literacy: ESC members are well-versed in employee benefits. They can help your staff understand what’s available, take advantage of offerings, and feel confident about their decisions.

It’s not too good to be true: ExtensisHR’s ESC is your dream customer service team

When you partner with a PEO, you rely on their experts to guide your employees through the complexities of HR, payroll, and benefits. The success of this partnership ultimately hinges on the quality of support you receive.

Choosing a PEO that puts customer service first can boost your company’s productivity, keep employees happy, and save time and money. Having a knowledgeable, friendly group available when needed helps everyone stay on top of their tasks, focus on more important work, and make the most of available resources.

How can ExtensisHR’s next-level customer support improve the way you do business? Contact us today to learn more about our industry-leading PEO solution and service model.