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isolved/Payroll Client Support Specialist

3 months ago

Rockville, United States Payroll Network Inc. Full time
Job DescriptionJob DescriptionAbout Payroll Network

Payroll Network partners with clients to resolve workforce, process, and business challenges so employers are better able to achieve success through their associates. Payroll, HR, time, talent, benefits, compliance, and workforce management are delivered in a unified isolved platform that increases retention and productivity. Founded in 1998 and headquartered in Rockville, MD, Payroll Network has been recognized by The Washington Post and Washington Business Journal as a Top Workplace award and is a proud supporter of the Cameron K. Gallagher Foundation helping to raise awareness about teenage depression and anxiety.

Job Summary

Under general supervision, but following established policies and procedures, this position provides a variety of customer support services by collaborating and communicating with the highest quality to PNI's isolved HCM payroll clients. The Client Support Specialist I provides a positive and high-quality service to both clients and associates and requires thorough understanding of payroll practices, processes, and applicable taxation laws. The Client Support Specialist I will act as an advocate for our clients by utilizing clear communication, problem solving, research and analytical skills to assist our clients while resolving complex issues. The Client Support Specialist I requires the ability to multi-task with stringent deadlines while meeting and/or exceeding client service standards. This position will focus on quality and providing premier service in a challenging and dynamic environment and lead by example.

Essential Duties and Responsibilities
  • Act as the first point of client contact to provide support for isolved HCM platform and associated systems. Accurately assess the client's support needs, research and provide client with solutions.
  • Utilize tact and experience-based knowledge to respond to and resolve client problems by explaining specific features, functionality, and systems. Represents the company in a professional manner while maintaining positive client relations. Respond to and resolve client questions, issues, and concerns in person, by phone, via email and/or MS Teams (with camera enabled).
  • Consistently adheres to departmental key performance indicators and metrics within the support organization.
  • Professionally facilitate cross-departmental interaction with other internal teams, to ensure open communications for the benefit of our client's success.
  • Accurately and completely document all customer and internal interactions in our CRM system in a timely manner and can multi-task effectively.
  • Effectively manage a heavy workload of incoming calls and cases in the queues
  • Consistently meet and track 40+ hours of continuing education annually (i.e., University courses, external courses related to your field, books, etc.).
  • Continuously exhibit all Core Values (Service, Excellence, Positivity, Teamwork, Integrity, and Creativity).
  • Perform other technical, operational and client services support duties as assigned by the leader.
Does this sound like you?

You should consider joining our Payroll Network team if you get a kick out of both technology and people, thrive in a friendly, fast-paced, dynamic environment, have a passion for client service, and enjoy learning something new every day.

This is what we are looking for:
  • At least 3 years of experience working in a client service/customer service/technical environment
  • Possess strong knowledge of payroll processing, tax and HR practices.
  • Proficient in the latest web technologies and working knowledge of various operating systems
  • Excellent analytical skills and time management skills and ability to work both independently to provide solutions to the client and as part of a team to accomplish tasks.
  • Excellent communication skills both verbal and written and client facing experience.
  • Proficient using Microsoft Office
  • Highly motivated individual that is a self-starter in a fast-paced environment that is continually changing.
  • BA/BS in Accounting, Finance, Business, Computer Science, related field or equivalent in education and experience preferred.
  • Fundamentals of Payroll Certification (FPC), Certified Payroll Professional (CPP), or Professional in Human Resources (PHR) highly desirable

If this sounds like you, APPLY TODAY. It only takes 3 minutes to start your new career with a fantastic company

Payroll Network, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Payroll Network, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.