Client Services Representative

Paylocity is an equal opportunity employer.
Paylocity 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, IL
Reports To: Client Services Team Lead
Compensation: $20.00 +DOE
Schedule: Working shift is 9am to 6pm CST
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 [email protected] .