Client Account Specialist

4 days ago

West Chester, United States PrimePay Full time

Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Client Account Specialist. The Client Account Specialist has a pivotal role within the Service & Operations team, focused on providing personalized and expert-level support to assigned clients. This position acts as the primary point of contact for managing client relationships, ensuring a seamless experience across all service interactions. By leveraging advanced problem-solving skills and a deep understanding of client needs, this role proactively addresses challenges, resolves escalations, and collaborates with cross-functional teams to deliver exceptional service. This position is critical to fostering long-term client satisfaction, driving retention, contributing to the ongoing improvement of client services and operational processes.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution

Responsibilities include:

  • Act as the primary point of contact for assigned clients, managing day-to-day inquiries and ensuring prompt resolution of service-related issues
  • Build and maintain strong client relationships by understanding their unique business needs and providing tailored solutions
  • Serve as the escalation point for complex client concerns, collaborating with cross-functional teams to deliver effective solutions
  • Proactively monitor client accounts to identify potential challenges, recommend solutions, and ensure overall satisfaction
  • Maintain detailed documentation of client interactions, resolutions, and follow-ups within the customer relationship management (CRM) system
  • Provide regular updates to clients on service requests, operational changes, or enhancements, ensuring transparency and alignment
  • Analyst trends in client feedback and escalate insights to management to drive process or service improvements
  • Facilitate periodic reviews with clients to evaluate service performance, address concerns, and identify opportunities for growth or improvement
  • Collaborate with internal teams to support the successful onboarding and ongoing service delivery for clients
  • Mentor and assist junior team members by sharing best practices and fostering a culture of collaboration and knowledge-sharing
The Ideal Person for the Job:
  • High School diploma or equivalent required. Associate's degree is strongly preferred (Accounting, Business or Customer Service specialization)
  • 2-4 years of front-line customer service or operational experience in payroll support, tax, compliance, or benefit-related role required
  • Exceptional customer service and relationship management skills, with advanced problem-solving capabilities
  • Proficient in using CRM systems and help desk software to manage inquiries and document client interactions
  • Strong analytical and organizational skills to assess needs, prioritize tasks, and develop tailored solutions in a fast-paced environment
  • Excellent verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences
  • Proven ability to work while collaborating effectively with cross-functional teams to enhance client experience
  • Ability to learn quickly and work cross-functionally to resolve client issues or partner effectively for solutions
PrimePay Offers:
  • A competitive salary in the $45 - $50K range based on experience
  • Access to personal, group training and career advancement
  • Leadership development through individualized support and career mentoring
  • Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

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