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Client Services Representative

Paylocity
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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.

Location: Schaumburg, IL

Compensation: Starting at $25.00/hour

Reports To: Client Services Team Lead

Schedule: In Office Monday - Friday, 9:00am - 6:00pm (CST)


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.

Expectations

  • 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.

Education and Experience

  • Bachelors Degree or 5 years of previous HCM experience