Client Services Representative

PAYLOCITY CORPORATION•Town of Pittsford, NY

9h•Onsite

About The Position

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering a complete platform for the modern workforce. The company is one of the fastest-growing HCM software providers worldwide, providing an intuitive product suite that helps businesses automate HR and payroll processes, attract and retain talent, and build a strong workplace culture. Paylocity develops tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. This 100% in-office role, based at the Rochester, NY location, is for an Account Manager I who will resolve client payroll and HR system challenges and foster exceptional customer relationships through technical expertise. The role involves delivering outstanding customer service by utilizing available resources, prioritizing issues, and meeting performance metrics through inbound and outbound interactions including phone calls, Zoom meetings, and email exchanges. The Account Manager serves as the primary point of contact within a dedicated client support team, taking full responsibility for maintaining and enhancing client relationships.

Requirements

Bachelor’s degree
Proficiency in Microsoft Office suite
Strong written communication skills for business correspondence
Strong team player with attention to detail
Self-starter with the ability to handle multiple projects at once
Analytical thinking
Problem-solving
Time management
Communication
Decision-making

Nice To Haves

CPP, FPC, APA, and/or SHRM-CP certified
Experience in customer service or previous client interfacing role
Experience in payroll and/or call center environment

Responsibilities

Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics, including availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
Dedicated to personal and professional growth, stay current by completing educational courses and assigned training within designated timeframes.
Proficiently multitask, respond promptly, and ensure timely follow-up.
Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
Exhibit professional written and verbal communication consistently with internal and external stakeholders.
Provide clients with guidance on HR and Payroll best practices, software change management, and alignment with Paylocity products.