Jobs for People with MS: National MS Society

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 has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Position Overview:

If you’re looking for a dynamic, energetic, and enthusiastic customer service team you came to the right place! As a Customer Service Representative (Account Manager I) with Paylocity you will be resolving Payroll and Human Resources (HR) system issues. We are looking for ambitious learners, ready for a new challenge that includes troubleshooting, problem solving and building rapport with our business clients (B2B).

In this role you will manage a shared book of business with your team. Your goal is to retain clients by providing outstanding support via phone and email, using technical knowledge, leveraging resources, and prioritizing requests.

Location: Meridian, ID

Compensation: Starting at $19.00/hour

Reports To: Client Services Team Lead

Schedule: Monday - Friday, 9:00am - 6:00pm (CST)

CLIENT SERVICE EXPECTATIONS:

• Reliability: Dependable team player who is responsive and proactive, consistently available for internal and external partners.

• Problem Solving: Ability to listen and ask probing questions, identify the cause of moderate to complex issues, troubleshoot, leverage knowledge base and resources, to successful final resolution. Full-cycle case management.

• Communication: Advanced verbal and written communication via phone, video conference, chat, and email – building rapport and trust, while maintaining professionalism with attention to detail.

• Subject Matter Expert (SME): Provides client guidance on Human Resources and Payroll best practices to enhance the Paylocity Human Capital Management (HCM) product experience. Eager to learn and pursue additional training and professional development opportunities.

RESPONSIBILITIES:

• Issue Resolution: Available consistently for inbound calls via queue phone system (Five9) as well as via email. Manage workload in a fast-paced multitasking environment.

• Client Focus: Understanding how to build rapport with clients by managing expectations, providing timely updates and project deliverables.

• Quality Assurance (QA): Meet expectations of Service-level Agreement (SLAs), and metrics which include availability, outbound adherence, first call resolution, escalations, client retention, etc. Listens to feedback, seeks to understand, and adjusts behaviors as needed.

• Technical Aptitude: Confidence and ability to navigate between multiple systems and screens to include software, databases, and reports. Such as, the Paylocity platform, Salesforce, MS Excel, among others, with the goal to continually build the knowledge base to best serve your internal team and clients.

• Leverage Resources: Appropriately and 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.