Client Services Representative

| Northwest Suburbs
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

This job excludes CO applicants

 

Don’t just land a job. Launch your future.

Our all-in-one software platform gives HR pros a way to easily manage daily tasks in payroll, benefits, talent, and workforce management.

 

But what makes us different is that our technology is backed by a culture that cares. We care about our team members, clients, and partners – because people matter most. And people have always been at the heart of our business.

 

Since our founding in 1997, this is the thing that's stayed the same, from our employees to the millions of users nationwide that access our platform. We pride ourselves on partnering with our clients to build the workplace they and their employees crave.

 

Let's go forward together.

 

Position Overview:

The purpose of Account Manager I (as it is referred to internally, rather than CSR) is to resolve client payroll and HR system issues and retain clients by providing outstanding customer service through basic technical knowledge, effectively leveraging available resources, and prioritizing issues. The Account Manager is the primary point of contact within a team supporting a client base. This role takes full responsibility for the client relationship and on average has a book of business between $500k- 1 million and between 50-150 small to mid-size clients.

 

Location: Schaumburg, Illinois 

Reports To: Client Services Team Lead

 

CLIENT SERVICE EXPECTATIONS:

  • Dependability/ Follow Up: Timely responsiveness & proactive follow up
  • Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitate information
  • Communication: Provide professional & appropriate internal/ external communication as well as progress updates to all stakeholders
  • Guidance: Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit
  • Implement and optimize products: ability to implement ancillary products and optimize primary HCM set up

ACCOUNT MANAGER RESPONSIBILITIES:

  • Issue Resolution – able to be available on a consistent basis, manage workload to maintain availability, problem solve, troubleshoot & effectively resolve issues for the client; escalate when needed
  • Client Focus - baseline service level is seen via Quality Assurance assessments and Team Lead and Manager feedback including (1) creating rapport (2) appropriate sense of urgency and tone (3) understanding the question (4) and effective interactions, guides, and client instructions
  • Focus on the timely and successful delivery of solutions - according to client needs and objectives meet SLAs and key internal client service metrics including availability, outbound adherence, first call resolution, escalations, client retention, etc. as monitored by Leadership Team; leverages metrics to understand performance, adjust behaviors and identify where additional support is needed
  • System Capability – Ability to navigate w/in systems including Web Pay, Web Time, Desk, IC (phones), Service Bureau, Portal, Compass, Admin Guides and to continually build the knowledge base to best serve the client
  • Leverage Resources - Appropriately & effectively use resources to find and validate answers, resolve, and document issues in a way that adheres to payroll policies and ensures seamless client support. Listens to feedback, seeks to understand and adjusts behaviors as needed

Requirements:

  • High School Diploma or GED
  • Experience in customer service or previous client interfacing role
  • Strong computer skills including Microsoft Office
  • Pass job-dependent Final Exam at training end

Preferred Skills:

  • Bachelor’s Degree
  • CPP, FPC, APA, and/or SHRM-CP certified
  • Experience in payroll and/or call center environment
  • Proficient in Excel

 

Our journey forward.

Paylocity strives to create an organizational culture where every employee has a voice, feels truly welcome, appreciated, and free to be themselves, and is empowered and enabled to do their best work. A strong commitment to diversity, equity, and inclusion is critical to creating such a culture.

We’ve made great strides to support diversity, equity, and inclusion. That being said, we realize there’s still room for improvement. Our current focus is on the following initiatives:

  • Education & Awareness
  • Client Community
  • Company Representation
  • Advocacy & Support
  • Fairness & Equality
  • PCTY Gives

Want to learn more, click here to access our DEI flipbook. https://www.flipsnack.com/paylocitycom/diversity-equity-and-inclusion.html

 

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

 

In response to COVID-19 & Paylocity’s commitment to keeping our employees safe, our Client Services Representatives are currently working remotely.  Client Services Representatives will onboard and receive training remotely. In the future, this role will be required to work onsite, as outlined by the department, once local government orders indicate that it is possible in addition to when Paylocity determines it is safe to do so.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases

Location

Our office has modern workspaces, a cafe, and a gym. But since we're a talent-anywhere company, you may find our team members all over Chicagoland.

What are Paylocity Perks + Benefits

Paylocity Benefits Overview

Our commitment to hiring the best and brightest employees with a “talent anywhere” strategy means that no matter where you’re located around the country, you can be a part of our growing tech department

• Enjoy an attitude of trust to work remotely, manage your own schedule and be productive
• Work in small, cross-functional product-oriented teams
• Showcase development progress in two-week sprints with strong executive involvement
• Embrace the freedom to innovate, voice opinions and share new ideas

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We have a talent anywhere culture, where employees can work anywhere in the US and/or work from one of three US offices located in Illinois, Florida, and Idaho
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
More Jobs at Paylocity73 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
Northwest Suburbs
Developer
new
Remote
HR + Recruiting
new
Remote
Product
new
Remote
Data + Analytics
new
Remote
Project Mgmt
new
North Suburbs
Finance
new
North Suburbs
Developer
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
Developer
new
Remote
Project Mgmt
new
Remote
Project Mgmt
new
Remote
Data + Analytics
new
Northwest Suburbs
Data + Analytics
new
Northwest Suburbs
Data + Analytics
new
Remote
Product
new
Remote
Operations
new
Northwest Suburbs
Operations
new
Remote
Design + UX
new
Remote
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
Finance
new
Northwest Suburbs
Data + Analytics
new
Remote
Project Mgmt
new
Remote
HR + Recruiting
new
Northwest Suburbs
Finance
new
Northwest Suburbs
Finance
new
Northwest Suburbs
Marketing
new
Remote
Operations
new
Remote
Marketing
new
Remote
Operations
new
Remote
Product
new
Remote
Data + Analytics
new
Remote
Sales
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Project Mgmt
new
Remote
Operations
new
Remote
Product
new
Remote
Data + Analytics
new
Remote
Project Mgmt
new
Northwest Suburbs
Operations
new
Northwest Suburbs
Operations
new
Northwest Suburbs
Finance
new
Northwest Suburbs
Project Mgmt
new
Northwest Suburbs
Finance
new
Northwest Suburbs
Operations
new
Northwest Suburbs
Data + Analytics
new
Remote
Project Mgmt
new
Remote
Developer
new
Remote
Developer
new
Remote
Internships
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Paylocity's full profileSee more Paylocity jobs