HR & Payroll Software Support Representative

Company: Paylocity
Location: Sun City West
Posted on: April 10, 2021

Job Description:

Paylocity is an equal opportunity employer. This jobexcludes CO applicants Don't just land a job. Launch your future.Our all-in-one software platform gives HR pros a way to easilymanage daily tasks in payroll, benefits, talent, and workforcemanagement. But what makes us different is that our technology isbacked by a culture that cares. We care about our team members,clients, and partners - because people matter most. And people havealways been at the heart of our business. Since our founding in1997, this is the thing that's stayed the same, from our employeesto the millions of users nationwide that access our platform. Wepride ourselves on partnering with our clients to build theworkplace they and their employees crave. Let's go forwardtogether. Position Overview: The purpose of the HR & PayrollSoftware Support Representative (Account Manager I) is to resolveclient payroll and HR system issues and retain clients by providingoutstanding customer service through basic technical knowledge,effectively leveraging available resources, and prioritizingissues. The Account Manager is the primary point of contact withina team supporting a client base. This role takes fullresponsibility for the client relationship and on average has abook of business between $500k- 1 million and between 50-150 smallto mid-size clients. Location: Phoenix, AZ (currently Work FromHome) Reports To: Client Services Team Lead Compensation: $17.50+DOE Schedule: The working hours for this position are Monday -Friday, 9:00am - 6:00pm (local time) March - November and 10:00am -7:00pm (local time) November - March (per Daylight Savings Time).CLIENT SERVICE EXPECTATIONS: * Dependability/ Follow Up: Timelyresponsiveness & proactive follow up * Problem Solve:Troubleshoot and problem solve leveraging knowledge, resources,qualitative and quantitate information * Communication: Provideprofessional & appropriate internal/ external communication aswell as progress updates to all stakeholders * Guidance: Provideclients guidance on HR and Payroll best practices, organizationalchange management, and Paylocity product fit * Implement andoptimize products: Ability to implement ancillary products andoptimize 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 isseen via Quality Assurance assessments and Team Lead and Managerfeedback including (1) creating rapport (2) appropriate sense ofurgency and tone (3) understanding the question (4) and effectiveinteractions, guides, and client instructions * Focus on the timelyand successful delivery of solutions - according to client needsand objectives meet SLAs and key internal client service metricsincluding availability, outbound adherence, first call resolution,escalations, client retention, etc. as monitored by LeadershipTeam; leverages metrics to understand performance, adjust behaviorsand 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 Guidesand to continually build the knowledge base to best serve theclient * Leverage Resources - Appropriately & effectively useresources to find and validate answers, resolve, and documentissues in a way that adheres to payroll policies and ensuresseamless client support. Listens to feedback, seeks to understandand adjusts behaviors as needed Requirements: * High School Diplomaor GED * Experience in customer service or previous clientinterfacing role * Strong computer skills including MicrosoftOffice * Pass job-dependent Final Exam at training end PreferredSkills: * Bachelor's Degree * CPP, FPC, APA, and/or SHRM-CPcertified * Experience in payroll and/or call center environment *Proficient in Excel Our journey forward: Paylocity strives tocreate an organizational culture where every employee has a voice,feels truly welcome, appreciated, and free to be themselves, and isempowered and enabled to do their best work. A strong commitment todiversity, equity, and inclusion is critical to creating such aculture. We've made great strides to support diversity, equity, andinclusion. That being said, we realize there's still room forimprovement. Our current focus is on the following initiatives: *Education & Awareness * Client Community * CompanyRepresentation * Advocacy & Support * Fairness & Equality *PCTY Gives Want to learn more, click here to access our DEIflipbook.https://www.flipsnack.com/paylocitycom/diversity-equity-and-inclusion.htmlIn response to COVID-19 & Paylocity's commitment to keeping ouremployees safe, our Client Services Representatives are currentlyworking remotely. Client Services Representatives will onboard andreceive training remotely. In the future, this role will berequired to work onsite, as outlined by the department, once localgovernment orders indicate that it is possible in addition to whenPaylocity determines it is safe to do so. This job description hasbeen written to provide an accurate reflection of the current joband to include the general nature of work performed. It is notdesigned to contain a comprehensive detailed inventory of allduties, responsibilities, and qualifications required of theemployees assigned to the job. Management reserves the right torevise the job or require that other or different tasks beperformed when circumstances change.

Keywords: Paylocity, Sun City West , HR & Payroll Software Support Representative, IT / Software / Systems , Sun City West, Arizona