Payroll Client Support Supervisor

At Wipfli, people count
At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.
People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity.
Job Overview:
HCM Customer Support Supervisor oversees a team of Client Support Specialists. Under general supervision, they help customers maximize the functionality of iSolved HCM, by being the first line of escalation for client issues, providing appropriate guidance to client support representatives.
Responsibilities:

• Provide supervision of client support team
• Participate in Level 2 Support phone queue to assist all clients as needed
• Handle escalated issues
• Schedule and conduct follow up on unresolved issues within prescribed service level objectives
• Conduct all customer contact with a high degree of professionalism and technical proficiency supporting the Wipfli culture.
• Maintain accurate customer files and communication logs.
• Document all communications.
• Other projects and related work as directed.

Knowledge, Skills and Abilities:

• Requires a high school diploma or equivalent
• Experience with Microsoft Office products, other computer software applications and use of the Internet
• Proven customer service, organizational skills, and attention to detail
• Exceptional communication skills with professional telephone presence, clear and concise verbal and written skills, and ability to clearly identify a customer's concern and effectively solve problems
• Ability to multi-task and work effectively in a fast-paced environment
• Issue analysis, troubleshooting and problem solving skills
• Ability to operate basic office equipment, e.g., computers, printers, copy machines, telephone systems, facsimile machines
• CPP, FPC or CEBS certification is desirable
• A strong product, service and technical background with experience in supporting HCM solutions including Payroll, or web-based applications is preferred.
• Management experience a plus

Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, citizenship status, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at [email protected].
Wipfli supports equal pay for equal work and values each candidate's unique experiences and skill sets. The estimated pay range for this position is: $47,000 - $78,000. Compensation within the range is determined by a variety of factors including, but not limited to, location, individuals' skills, experience, training, licensure and certifications, business needs and applicable employment laws.
Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.
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