Client Services Representative
Company: Paylocity
Location: Schaumburg
Posted on: May 28, 2023
|
|
Job Description:
ApplyJob TypeFull-timeDescriptionPaylocity is a cloud-based
software company that creates customized HR solutions for small to
mid-sized organizations. Our workplace enhances communication and
enables employees to connect, collaborate, and create from
anywhere. Our award-winning culture ensures everyone has a voice
and feels truly welcome. Join Paylocity as we shape the future of
technology and the workplace!We give our employees what they need
to succeed, including great benefits and perks! We offer medical,
dental, vision, life, disability, and a 401(k) match, as well as
perks that support you, your family, and your finances. And if it's
career development you desire, we provide that, too! At Paylocity,
people matter most and have always been at the heart of our
business.Help our award-winning technology company run effectively
as you take on big challenges and find solutions with a position in
Operations.Use your problem-solving skills to shape the way others
see Paylocity. Launch your career with us!Position Overview:The
purpose of Account Manager I (as it is referred to internally,
rather than CSR) 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.Location: Schaumburg,
ILReports To: Client Services Team LeadCompensation: $20.00
+DOESchedule: Working shift is 9am to 6pm CSTCLIENT 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
upRESPONSIBILITIES:* 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 neededRequirements:* High School Diploma
or GED* Experience in customer service or previous client
interfacing role* Strong computer skills including Microsoft
OfficePreferred Skills:* Bachelor's Degree* CPP, FPC, APA, and/or
SHRM-CP certified* Experience in payroll and/or call center
environment* Proficient in ExcelEEO and accessibility
StatementPaylocity is an equal opportunity employer.Paylocity is
committed to the full inclusion of all individuals. We comply with
federal and state disability laws and make reasonable
accommodations for applicants and employees with disabilities. To
request reasonable accommodation in the job application or
interview process, please contact accessibility@paylocity.com.
Keywords: Paylocity, Schaumburg , Client Services Representative, Sales , Schaumburg, Illinois
Click
here to apply!
|