Payroll Customer Service - Client Success Representative

Brabo•Plymouth, MA

146d•Hybrid

About The Position

Are you looking to build a meaningful career? Are you great with technology and a strong communicator? We are looking to hire and train the newest expert on our team in Plymouth, MA. We are a top-rated firm on Google and strive to be the best in our field. We have an incredible culture and offer competitive benefits. Please take a look at the description and apply if you think you are a great fit - it just might be your Best Decision Ever! Job Description Assist in processing payroll by phone, text, and email Provide clients with requested reports Contribute to team effort by accomplishing related results as needed Open and maintain customer accounts by recording account information Build sustainable relationships of trust through open and interactive communication Provide accurate, valid, and complete information by using the right methods/tools Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution Keep records of customer interactions, process customer accounts, and file documents Follow communication procedures, guidelines, and policies Go the extra mile to engage customers Resolve customer concerns via phone, email, and mail Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution Use the business phone to both receive calls and reach out to customers to assist with payroll Greet customers warmly and ascertain the problem or reason for calling Work with the customer service manager to ensure proper customer service is being delivered Handle changes in policies or renewals Service customers using SalesForce, TextMagic, Slack and other technology

Requirements

Proven customer support experience
Must attain Life & Health Insurance licenses within 90 days - Testing and materials provided
Microsoft Office - highly proficient
Strong phone contact handling skills and active listening
Excellent comfort in navigating a computer
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
High school diploma or equivalent; college degree preferred

Nice To Haves

Accounting, Insurance, or Payroll experience is a plus, including credentials like FPC or CPP
ADP RUN, Workforce Now, or Paylocity is a plus

Responsibilities

Assist in processing payroll by phone, text, and email
Provide clients with requested reports
Contribute to team effort by accomplishing related results as needed
Open and maintain customer accounts by recording account information
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers
Resolve customer concerns via phone, email, and mail
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
Use the business phone to both receive calls and reach out to customers to assist with payroll
Greet customers warmly and ascertain the problem or reason for calling
Work with the customer service manager to ensure proper customer service is being delivered
Handle changes in policies or renewals
Service customers using SalesForce, TextMagic, Slack and other technology