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 the Sr. Client Service Representative (Account Manager III) 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 III 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 mid-size to large clients.
 

Location: US (Excludes Colorado)

Reports To: Client Services Team Lead

Competitive Compensation

Schedule: The working hours for this position are Monday - Friday, 9:00am - 6:00pm Local Time

CLIENT SERVICE EXPECTATIONS:

• Dependability/ Follow Through: Timely responsiveness & proactive follow up
• Creatively Solution: Troubleshoot      and problem solve leveraging knowledge, resources, qualitative and      quantitate information
• Exceptional Communication: Provide professional & appropriate internal/      external communication as well as progress updates to all stakeholders
• Thorough 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 III RESPONSIBILITIES:

• Complex 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
• Confident System Aptitude – 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
• Innovatively 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 Payroll or previous client interfacing role (1+ year)
• 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 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.
 

As of April 6, 2021: This job excludes CO applicants