Customer Service Representative

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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: Lake Mary, FL

Compensation: $18/hr. + DOE

Reports To: Client Services Team Lead

Schedule: Monday - Friday, 9:00am - 6:00pm (EST)

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

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

EEO and accessibility Statement

Paylocity 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.