HR & Payroll Software Support Representative
Company: Paylocity
Location: Sun City West
Posted on: April 10, 2021
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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
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