Client Success Specialist
About The Position
Client Success Specialists at 937 Payroll serve hundreds of area business owners with their human capital management needs impacting thousands of employees. To keep the 937 community running smoothly, Specialists serve as a primary point of contact for assigned clients and help keep their payroll and HR operations running smoothly. You will respond to questions, resolve routine payroll and HR issues, coordinate account updates, communicate clearly, troubleshoot problems, and make sure clients always know what happens next. This role is built around hospitality, ownership, and proactive service. We believe in listening fully, educating rather than blaming, keeping clients informed, and looking for ways to solve problems before they become larger issues. Our clients' needs come first, and our team works together to provide the best service possible. As a Client Success Specialist, a typical day might include the following: Helping a local restaurant owner correct an employee's payroll or direct deposit issue. Assisting a technology startup with an off-cycle payroll or account access question. Reviewing a debit or credit notice, researching the cause, and explaining the next steps to the client. Following up with clients even when there is no new information so they know their concern has not been forgotten. Identifying opportunities to improve a client's payroll practices or prevent future issues. Brainstorming service and operational process improvements with the 937 Payroll leadership team.
Requirements
- Bachelor's Degree
- Fundamental Payroll Certification (Within the First 9 Months of Employment)
- Minimum of 2-5 years of experience solving problems, researching issues, communicating with clients, or working in payroll, HR, accounting, compliance, or customer service.
- Enjoy solving problems.
- Ability to take on difficult challenges and find solutions.
- Ability to remain calm under pressure.
- Willingness to research until an answer is found.
- Enjoy helping people and putting others first.
- Patience and willingness to listen.
- Attention to detail.
- Ability to stay focused and ensure nothing falls through the cracks.
- Ability to think on your feet.
- Ability to learn new things quickly.
- Adaptability to change.
- Enjoy research and follow-through.
- Willingness to dig into agency rules, payroll tax issues, notices, and account details.
- Clear communication skills (written and verbal).
- Thirst for knowledge.
- Comfortable communicating in writing and on the phone.
- Motivated and driven.
- Willingness to volunteer for new challenges.
Responsibilities
- Serve as a primary point of contact for assigned clients.
- Respond to client questions.
- Resolve routine payroll and HR issues.
- Coordinate account updates.
- Communicate clearly with clients.
- Troubleshoot problems.
- Ensure clients are informed about next steps.
- Help clients correct payroll or direct deposit issues.
- Assist with off-cycle payroll or account access questions.
- Review debit or credit notices, research causes, and explain next steps.
- Follow up with clients proactively.
- Identify opportunities to improve client payroll practices or prevent future issues.
- Brainstorm service and operational process improvements with leadership.
Benefits
- Hourly Rate
- Additional Pay for Certifications
- Overtime Pay
- Annual Bonus
- Paid Time Off
- Major Holidays
- Floating Holidays
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401k (Retirement)
- Employer Match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
