Client Services Representative

Overview

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

In addition to traditional HR and payroll offerings, Paylocity develops tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We provide our employees with what they need to succeed, including comprehensive benefits and opportunities for career development. Paylocity is an equal-opportunity employer where people matter most.

The Benefit Account Manager I plays 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 Benefit Account Manager I delivers 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 Benefit Account Manager I assumes full responsibility for maintaining and enhancing client relationships.

• 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 time frames.

• 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.

Required

• Bachelor’s degree 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

Preferred

• 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

• Ability to sit for extended periods:
  The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems:
  The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

This job description outlines the responsibilities and qualifications of the Account Manager I role. However, additional duties and qualifications…