Client Services Representative

In-Office:
This is a 100% in-office role based at our Meridian, . Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

As the Account Manager, I play a pivotal role in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. By effectively utilizing available resources and prioritizing issues, the Account Manager I deliver outstanding customer service. The role involves meeting performance metrics through a combination of inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges.

Serving as the primary point of contact within a dedicated client support team, the Account Manager assumes full responsibility for maintaining and enhancing client relationships.

• Issue Resolution - Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and elevate when necessary.
• Client Focus - Champion clients’ interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
• Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
• Continued Learning - Dedicated to personal and professional growth, stay current by completing educational courses and assigned training within designated time frames.

• Dependability/Follow-Up
  :
  Proficiently multitask, respond promptly, and ensure timely follow-up.
• Problem Solve
  :
  Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
• Communication
  :
  Exhibit professional written and verbal communication consistently with internal and external stakeholders.
• Guidance - Provide clients with guidance on HR and Payroll best practices, software change management, and alignment with Paylocity products.

Required:

• Bachelor's degree in Business, Marketing, Communications, Organizational Leadership, International Business, Hospitality, Finance or Accounting, OR High School Diploma with a minimum of 2 years of relevant HCM experience.
• Proficiency in Microsoft Office suite.
• Strong written communication skills for business correspondence.
• Strong team player with attention to detail.
• Self-starter with the ability to handle multiple projects at once.
• Essential skills:
  Analytical thinking, problem-solving, time management, communication, and decision-making.

Preferred:

• CPP, FPC, APA, and/or SHRM-CP certified.
• Experience in customer service or previous client interfacing role.
• Experience in payroll and/or call center environment.

• Ability to sit for extended periods:
  The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems:
  The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

The pay range for this position is $19 - $23 /hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per the relevant state and local pay…