Chat Service Representative

PAYLOCITY CORPORATION•Meridian, ID

9h•Onsite

About The Position

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. The Chat Service Representative plays a crucial role in resolving client payroll and HR system challenges while simultaneously building and maintaining exceptional customer relationships. The ideal candidate will leverage their fundamental technical expertise to provide efficient and effective solutions to our clients. The Chat role works cross collaboratively with all Paylocity clients. This is a 100% in-office role based at our Meridian, ID location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Requirements

Bachelor’s Degree
Experience in customer service or previous client interfacing role
Proficiency in Microsoft Office suite
Coordinate, prioritize, and execute multiple tasks simultaneously.
Asking probing questions
General support of client services as needed across all segments (Emerging, Majors and Executive).

Nice To Haves

Average words per minute typing speed 65+?
Minimum of 8+ months experience as an PCTY Account Manager
CPP, FPC, APA, and/or SHRM-CP certified
Experience in payroll and/or call center environment
Proficient in Excel

Responsibilities

Issue Resolution -Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
Client Focus - baseline service level seen via Quality Assurance Assessments and Team Lead and Manager feedback including (1) creating rapport (2) appropriate sense of urgency and tone (3) understanding the question (4) and effective interactions, guides, and client instructions. Ability to multitask in multiple systems, communicating with up to three (3) chats at a time
Timely Solution Delivery - meet key internal client service metrics including availability, client retention, leverage internal resources and SOPs.
System Capability –Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback, adapt behaviors as needed.
Quality Control – As needed, monitor queue and data entry validation as per SOP.