Account Manager II

PAYLOCITY CORPORATION•Town of Pittsford, NY

11d•$25 - $28•Onsite

About The Position

The Account Manager II resolves client payroll and HR system challenges while building strong customer relationships through technical expertise. The role provides customer service by using available resources, prioritizing issues, and meeting performance metrics through inbound and outbound phone, Zoom, and email interactions. As the primary contact within a dedicated client support team, the Account Manager II is responsible for maintaining and enhancing client relationships. This is a 100% in-office role at Paylocity’s Rochester, New York location; remote and hybrid work are unavailable, and employees must work on-site five days per week during designated work hours.

Requirements

Bachelor’s degree and at least 1 year of experience in technical support, call center operations, or another high-volume customer-facing role.
Experience in customer service or a previous client-facing role.
Strong computer skills, including Microsoft Office and proficiency in Excel.
Strong written communication skills for business correspondence.
Team-oriented approach and attention to detail.
Analytical thinking, problem-solving, time management, communication, and decision-making skills.

Nice To Haves

Experience in team leadership or support, such as coaching, training, peer mentorship, or serving as a subject matter expert.
Experience in payroll and/or a call center environment.
CPP, FPC, APA, and/or SHRM-CP certification.
Self-starter who can handle multiple projects at once.

Responsibilities

Maintain availability and manage workloads to ensure accessibility; troubleshoot and resolve client issues, escalating when necessary.
Represent clients’ interests and deliver clear, effective resolutions in collaboration with internal technical experts.
Deliver solutions promptly according to client needs and service metrics, including availability, outbound adherence, first-call and case resolution, minimal escalations, client retention, and satisfaction.
Use resources to source and validate answers, document issues in accordance with payroll policies, and provide seamless client support.
Apply feedback and adapt work behaviors as needed.
Navigate systems and maintain advanced knowledge of Paylocity products and partners.
Work cross-functionally, contribute to team goals, share insights, and help foster a productive work environment.
Multitask, respond promptly, and ensure timely follow-up.
Troubleshoot and resolve issues using relevant knowledge, resources, and qualitative and quantitative information.
Communicate professionally in writing and verbally with internal and external stakeholders.
Use internal resources effectively to minimize escalations and maintain a positive customer experience.
Stay current on product releases and mandatory training as a product expert.