📍 Job Overview

• Job Title: Customer Care Representative l - Payroll & Cloud
• Company: Alight
• Location: Virtual, Texas, United States
• Job Type: Regular
• Category: Customer Service
• Date Posted: 2025-06-25
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

Alight Solutions, a premier HR contact center, is seeking an ambitious and motivated Customer Care Representative to join their team in Toronto. This role involves handling a high volume of inbound calls from clients' employees to provide education, answer questions, and resolve complex HR and financial issues related to health care benefits, retirement savings, payroll, and more. The ideal candidate will have a minimum of 4 years of customer service experience, strong communication skills, and the ability to thrive in a fast-paced environment.

💻 Primary Responsibilities

• Handle Inbound Calls: Manage a high volume of inbound calls from clients' employees to answer questions, provide education, and solve complex HR and financial issues related to health care benefits, retirement savings, payroll, and other HR-related topics.
• Process Transactions: Handle transactions such as health enrollments, tax and direct deposit updates, retirement withdrawals or contributions, and retirement elections. This may include additional research and ongoing casework.
• Navigate Systems: Leverage computer navigation skills to toggle between multiple screens and systems to provide answers and support. This may include assisting the caller in navigating the system as well.
• Update Files and Communicate: Create and update files in the company's database and communicate with third parties to research and assist the customer with updates or inquiries.

🎓 Skills & Qualifications

Education: High School diploma or equivalent, with a minimum of 4 years of customer service experience, or a combination of education and experience.

Experience: At least 4 years of customer service experience in industries such as health care, human resources services, or financial services.

Required Skills:

• Excellent verbal and written communication skills
• Strong problem-solving skills
• Ability to multitask and use multiple Windows applications simultaneously while assisting a customer on the phone
• Flexibility to work a specified shift and extended hours as necessary
• Ability to receive and immediately apply constructive feedback

Preferred Skills:

• Experience in health care, human resources services, or financial services industries
• Bachelor's degree or equivalent

📊 Web Portfolio & Project Requirements (N/A - This role does not require a web portfolio)

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided in the job description. However, based on market research and industry standards for customer service representatives in Toronto, the estimated salary range is CAD 35,000 - CAD 45,000 per year.

Benefits:

• Full benefits package starting on the first day of employment, including flex credits for extended health, life, and disability insurance
• Retirement plan with a corporate match
• Three weeks (15 days) of paid vacation and ten paid holidays per calendar year, plus personal and sick time
• Career development and growth opportunities, with ongoing training, coaching, and development

Working Hours: The working hours for this position are not specified in the job description. However, as this is an on-site role in a contact center, candidates should expect to work during the center's operating hours, which may include extended hours and weekends as necessary.

🎯 Team & Company Context

Company Culture: Alight Solutions is a global HR and benefits company that provides cloud-based technology solutions and services. Their culture values people and prioritizes customer care, continuous improvement, and innovation.

Team Structure: The team is based in Toronto and consists of customer care representatives, team leaders, and managers. The team works collaboratively to provide exceptional customer service and resolve complex HR and financial issues.

Development Methodology: The company uses a customer-focused approach to resolve issues efficiently and effectively. They emphasize continuous learning and improvement to stay up-to-date with industry trends and best practices.

Company Website: https://www.alight.com/

📈 Career & Growth Analysis

Customer Care Representative Career Level: This role is an entry-level to mid-level position in the customer care field. It provides an opportunity to develop strong communication and problem-solving skills while working in a fast-paced, dynamic environment.

Reporting Structure: The Customer Care Representative reports directly to a Team Leader, who is responsible for managing the day-to-day operations of the team and providing guidance and support to team members.

Technical Impact: In this role, the technical impact is primarily related to navigating multiple systems and applications to provide accurate and efficient customer support. The role may also involve processing transactions and updating files in the company's database.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to advance to a Team Leader or other supervisory roles within the company.
• Skill Development: The company offers ongoing training and development opportunities to help employees enhance their skills and advance their careers.
• Leadership Development: As the company grows and evolves, there may be opportunities to take on more responsibility and develop leadership skills.

🌐 Work Environment

Office Type: The work environment for this role is an on-site, premier HR contact center in Toronto.

Office Location(s): The office is located in Toronto, Canada.

Workspace Context:

• The workspace is a collaborative, fast-paced environment with a high volume of inbound calls.
• The workspace is equipped with multiple screens and systems to provide efficient customer support.
• The workspace offers opportunities for cross-functional collaboration with other teams within the company.

Work Schedule: The work schedule for this role is not specified in the job description. However, as this is an on-site role in a contact center, candidates should expect to work during the center's operating hours, which may include extended hours and weekends as necessary.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit
2. In-depth behavioral and situational interviews to evaluate problem-solving skills, adaptability, and customer service experience
3. Final interview with a hiring manager to discuss career growth opportunities and make a hiring decision

Portfolio Review Tips: (N/A - This role does not require a web portfolio)

Technical Challenge Preparation: (N/A - This role does not involve technical challenges)

🛠 Technology Stack & Web Infrastructure (N/A - This role does not involve web technology or infrastructure)

👥 Team Culture & Values

Customer Care Values: Alight Solutions prioritizes exceptional customer care, continuous improvement, and innovation. They value employees who are passionate about providing the highest level of customer service and committed to helping customers thrive.

Collaboration Style: The team works collaboratively to provide exceptional customer service and resolve complex HR and financial issues. They emphasize cross-functional collaboration, knowledge sharing, and continuous learning to stay up-to-date with industry trends and best practices.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling a high volume of inbound calls and providing accurate, efficient customer support
• Navigating multiple systems and applications to process transactions and update files
• Adapting to a fast-paced, dynamic work environment with changing priorities and demands

Learning & Development Opportunities:

• Continuous learning and improvement opportunities to stay up-to-date with industry trends and best practices
• Career development and growth opportunities, including training, coaching, and mentoring
• Leadership development opportunities as the company grows and evolves

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a difficult customer and how you resolved the issue.
• How do you stay organized and manage your time effectively when handling multiple calls and tasks simultaneously?
• Can you walk me through a complex HR or financial issue you've handled in the past and how you resolved it?

Company & Culture Questions:

• What do you like about Alight's company culture and how do you think you would fit in?
• How do you approach continuous learning and improvement in your role?
• What do you think sets Alight apart from other HR and benefits companies, and why do you want to work here?

Portfolio Presentation Strategy: (N/A - This role does not require a web portfolio)

📌 Application Steps

To apply for this Customer Care Representative l - Payroll & Cloud position:

1. Submit your application through the application link provided.
2. Prepare for the phone or video screening by practicing your communication skills and researching the company.
3. Review the job description and be prepared to discuss your relevant experience and skills in detail.
4. Prepare for behavioral and situational interviews by reflecting on your past experiences and practicing your problem-solving skills.
5. Research the company and be ready to discuss your fit with their culture and values.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Service-Specific Focus:

• Tailor every section specifically to customer service roles, emphasizing communication, problem-solving, and adaptability skills.
• Include customer service industry-specific terminology and best practices.
• Address customer service career progression, continuous learning, and growth opportunities.
• Provide tactical advice for customer service interviews, focusing on behavioral and situational questions.

Quality Standards:

• Ensure no content overlap between sections; each section must contain unique information.
• Only include Enhancement Notes when making significant inferences about the customer service role, company culture, or interview process.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer service-related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer service specialization.

Industry Expertise:

• Include specific customer service industries, such as health care, human resources services, or financial services.
• Address customer service career progression paths and technical leadership opportunities in customer service teams.
• Provide tactical advice for customer service interviews, focusing on behavioral and situational questions.
• Emphasize active listening, communication, problem-solving, and adaptability skills in customer service roles.
• Include customer service-specific interview preparation and coding challenge guidance.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer service industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer service professionals.
• Provide actionable insights that give customer service candidates a competitive advantage.
• Focus on customer service team culture, cross-functional collaboration, and customer impact measurement.

Customer Service Focus & Interview Emphasis:

• Emphasize active listening, communication, problem-solving, and adaptability skills in customer service roles.
• Include specific customer service interview questions and preparation strategies.
• Address customer service-specific portfolio requirements, if applicable.
• Focus on customer service team culture, cross-functional collaboration, and customer impact measurement.
• Provide tactical advice for customer service interviews, focusing on behavioral and situational questions.