Responsible for partnering with brokers and clients utilizing Employee Navigator, Partner Portal, and bswift resellers and retain clients by providing outstanding customer service through basic technical knowledge, effectively leveraging available resources and prioritizing issues. The specialist will work with internal partners to ensure the on-time delivery of projects as they relate to our broker partners and mutual clients.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Lead implementation efforts between partners, Employee Navigator, and Paylocity to fully integrate the two systems on our API solution. Timely responsiveness & proactive follow up to drive implementation to completion.

Responsible for supporting Paylocity’s Partner Portal where our Channel Partners gain access to information to assist them in serving their clients better.

Provide brokers with guidance on benefit admin best practices, organizational change management and a consultative approach to determine broker and client’s requirements providing industry best practices where applicable.

Able to be available on a consistent basis, manage workload to maintain availability, problem solve, troubleshoot & effectively resolve issues for client/broker; escalate when needed

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

Appropriately & effectively use resources to find and validate answers, resolve and document issues in a way that adheres to benefit policies and ensures seamless client support. Listens to feedback, seeks to understand and adjusts behaviors as needed

Assist with any special projects as assigned.

Education and Experience

High School diploma or GED

Minimum 1 year in a customer service or client-facing role with exceptional client service orientation.

Strong computer skills including Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.

Demonstrated ability to engage in high-touch, expertise-driven interactions in the employer and benefits market space.

Ability to work successfully at both a strategic and tactical level with clients and senior management.

Self-starter with proven organizational skills and ability to multi-task.

History of achieving and exceeding assigned goals.

Strong negotiation skills with the ability to adapt to adjusted client priorities.

Ability to interact with and manage clients in difficult situations.

Optional, but preferred professional certifications: PHR, SPHR CBP, CEBS, CPP, or FPC.