Chat Service Representative

Description

Paylocity is an award‑winning provider of cloud‑based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

Full‑time

The Chat Service Representative plays a crucial role in resolving client payroll and HR system challenges while building and maintaining exceptional customer relationships. The role uses technical expertise to provide efficient solutions to clients and works cross‑collaboratively with all Paylocity clients.

• Maintain consistent availability, manage workloads for optimal accessibility, troubleshoot and resolve client issues, and expedite escalation when necessary.
• Focus on client service metrics: quality assurance assessments, team lead and manager feedback; create rapport, maintain appropriate tone and urgency, understand client questions, and manage up to three chats simultaneously.
• Deliver timely solutions to meet internal client service metrics, including availability and client retention, leveraging internal resources and SOPs.
• Navigate Paylocity systems and maintain advanced knowledge of products and partners.
• Leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support.
• Monitor queue and data entry validation as needed per SOP.

• Bachelor’s degree.
• Experience in customer service or a client‑interfacing role.
• Proficiency in the Microsoft Office suite.
• Ability to coordinate, prioritize, and execute multiple tasks simultaneously.
• Strong questioning and communication skills.
• General support of client services across all segments (Emerging, Majors, and Executive).

• Typing speed of 65+ words per minute.
• Minimum 8+ months experience as a PCTY Account Manager.
• CPP, FPC, APA, and/or SHRM‑CP certification.
• Experience in payroll and/or call‑center environment.
• Proficiency in Excel.
• Physical capability to sit at a workstation for 7‑8 hours a day, operate computer and phone systems, and manage multiple software programs simultaneously.

Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals and recruits, trains, compensates, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.

Base pay range: $23 – $28 per hour. The position offers a full range of benefits including medical, dental, vision, life, disability, 401(k) match, and other perks supporting employees, their families, and finances.

Meridian,  is a 100% in‑office role; remote or hybrid work is not available.

This position offers a full‑range benefits package and is subject to market location pay transparency requirements.