Account Manager II

PAYLOCITY CORPORATION•Schaumburg, IL

11d•$27 - $30•Onsite

About The Position

The Account Manager II resolves client payroll and HR system challenges and fosters strong customer relationships through technical expertise and outstanding customer service. The role uses available resources to prioritize and resolve issues, meets performance metrics through inbound and outbound phone, Zoom, and email interactions, and serves as the primary point of contact on 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 Schaumburg, Illinois location. Remote and hybrid work are not available; employees must work onsite five days per week during designated work hours.

Requirements

Bachelor’s degree.
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 client-facing role.
Strong computer skills, including Microsoft Office and proficiency in Excel.
Strong written communication skills for business correspondence.
Strong teamwork skills and attention to detail.
Analytical thinking, problem solving, time management, communication, and decision-making skills.
Ability to sit at a desk or workstation for extended periods, typically 7–8 hours a day.
Ability to operate a computer and phone systems, type, and use multiple software programs and inquiries simultaneously.

Nice To Haves

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

Responsibilities

Maintain availability, manage workloads, troubleshoot and resolve client issues, and escalate when necessary.
Advocate for clients and collaborate with internal technical experts to deliver clear, effective solutions.
Prioritize timely solutions in line with client requirements 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; accept feedback and adapt as needed.
Navigate systems and maintain advanced knowledge of Paylocity products and partners.
Work cross-functionally, contribute to team goals, share insights, and foster a cohesive and productive work environment.
Multitask, respond promptly, and follow up in a timely manner.
Troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
Communicate professionally in writing and verbally with internal and external stakeholders.
Use internal resources effectively to resolve issues, minimize escalations, and maintain a positive customer experience.
Stay current on product releases and mandatory training and serve as a product expert.