Paylocity Hiring for Customer Service Representative Virtual Hiring Event at United States Full Time

Position Overview:

The purpose of Client Service Representative (Account Manager I) is to resolve client payroll and HR system issues and retain clients by providing outstanding customer service through basic technical knowledge, effectively leveraging available resources, and prioritizing issues. The Account Manager is the primary point of contact within a team supporting a client base. This role takes full responsibility for the client relationship and on average has a book of business between $500k- 1 million and between 50-150 small to mid-size clients.

Reports To: Client Services Team Lead

Schedule: Working shift is 9am to 6pm Remote *Candidates must reside in Phoenix*

CLIENT SERVICE EXPECTATIONS:

• Dependability/ Follow Up: Timely responsiveness & proactive follow up
• Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitate information
• Communication: Provide professional & appropriate internal/ external communication as well as progress updates to all stakeholders
• Guidance: Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit
• Implement and optimize products: Ability to implement ancillary products and optimize primary HCM set up

ACCOUNT MANAGER RESPONSIBILITIES:

• Issue Resolution – Able to be available on a consistent basis, manage workload to maintain availability, problem solve, troubleshoot & effectively resolve issues for the client; escalate when needed
• Client Focus – Baseline service level is seen via Quality Assurance assessments and Team Lead and Manager feedback including (1) creating rapport (2) appropriate sense of urgency and tone (3) understanding the question (4) and effective interactions, guides, and client instructions
• Focus on the timely and successful delivery of solutions – according to client needs and objectives meet SLAs and key internal client service metrics including availability, outbound adherence, first call resolution, escalations, client retention, etc. as monitored by Leadership Team; leverages metrics to understand performance, adjust behaviors and identify where additional support is needed
• System Capability – Ability to navigate w/in systems including Web Pay, Web Time, Desk, IC (phones), Service Bureau, Portal, Compass, Admin Guides and to continually build the knowledge base to best serve the client
• Leverage Resources – Appropriately & effectively use resources to find and validate answers, resolve, and document issues in a way that adheres to payroll policies and ensures seamless client support. Listens to feedback, seeks to understand and adjusts behaviors as needed

Requirements:

• High School Diploma or GED
• Experience in customer service or previous client interfacing role
• Strong computer skills including Microsoft Office
• Pass job-dependent Final Exam at training end

Preferred Skills:

• Bachelor’s Degree
• CPP, FPC, APA, and/or SHRM-CP certified
• Experience in payroll and/or call center environment
• Proficient in Excel