Client Services Representative

3 weeks ago

Lake Mary, United States Paylocity Full time
Job DescriptionJob DescriptionDescription:

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.


While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.


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.


Position Overview:


If you’re looking for a dynamic, energetic, and enthusiastic customer service team you came to the right place As a Client Services Representative (Account Manager I) with Paylocity you will be resolving Payroll and Human Resources (HR) system issues. We are looking for ambitious learners, ready for a new challenge that includes troubleshooting, problem solving and building rapport with our business clients (B2B).


In this role you will manage a shared book of business with your team. Your goal is to retain clients by providing outstanding support via phone and email, using technical knowledge, leveraging resources, and prioritizing requests.


Location: Lake Mary, FL

Compensation: Starting at $19.00/hour

Reports To: Client Services Team Lead

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


CLIENT SERVICE EXPECTATIONS:

  • Reliability: Dependable team player who is responsive and proactive, consistently available for internal and external partners.
  • Problem Solving: Ability to listen and ask probing questions, identify the cause of moderate to complex issues, troubleshoot, leverage knowledge base and resources, to successful final resolution. Full-cycle case management.
  • Communication: Advanced verbal and written communication via phone, video conference, chat, and email – building rapport and trust, while maintaining professionalism with attention to detail.
  • Subject Matter Expert (SME): Provides client guidance on Human Resources and Payroll best practices to enhance the Paylocity Human Capital Management (HCM) product experience. Eager to learn and pursue additional training and professional development opportunities.

RESPONSIBILITIES:

  • Issue Resolution: Available consistently for inbound calls via queue phone system (Five9) as well as via email. Manage workload in a fast-paced multitasking environment.
  • Client Focus: Understanding how to build rapport with clients by managing expectations, providing timely updates and project deliverables.
  • Quality Assurance (QA): Meet expectations of Service-level Agreement (SLAs), and metrics which include availability, outbound adherence, first call resolution, escalations, client retention, etc. Listens to feedback, seeks to understand, and adjusts behaviors as needed.
  • Technical Aptitude: Confidence and ability to navigate between multiple systems and screens to include software, databases, and reports. Such as, the Paylocity platform, Salesforce, MS Excel, among others, with the goal to continually build the knowledge base to best serve your internal team and clients.
  • Leverage Resources: Appropriately and 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.

Requirements:

  • High School Diploma or GED
  • Experience in a high-volume customer service environment (Banking, Call Center, Finance, Hotel, Information Technology (IT), Insurance, Retail, or Restaurant)
  • Proficiency with MS Office suite (MS Word, MS Excel, and MS Outlook)
  • Exceptional verbal and written communication skills via phone and email

Preferred Skills:

  • Bachelor’s Degree
  • CPP, FPC, APA, and/or SHRM-CP certified
  • Experience in Technical troubleshooting, Software as a Service (SaaS) or IT helpdesk
  • Proficiency with Salesforce or other CRM tool
  • Career progression or leadership experience

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.


We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.


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. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.


Requirements:


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