Client Services Representative
About The Position
As the Account Manager, I play a pivotal role in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. By effectively utilizing available resources and prioritizing issues, the Account Manager I deliver outstanding customer service. The role involves meeting performance metrics through a combination of inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager assumes full responsibility for maintaining and enhancing client relationships.
Requirements
- Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, International Business, Hospitality, Finance or Accounting, OR High School Diploma with a minimum of 2 years of relevant HCM experience
- 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.
- Essential skills: Analytical thinking, problem-solving, time management, communication, and 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
- Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
- Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
- Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
- Leverage Resources - 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.
- Continued Learning – Dedicated to personal and professional growth, stay current by completing educational courses and assigned training within designated timeframes.
- Dependability/Follow-Up: Proficiently multitask, respond promptly, and ensure timely follow-up.
- Problem Solve: Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
- Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders.
- Guidance – Provide clients with guidance on HR and Payroll best practices, software change management, and alignment with Paylocity products.
Benefits
- We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances.
- And if it’s career development you desire, we provide that, too!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
