Client Services Representative

Company: Paylocity
Location: Rochester
Posted on: April 3, 2025

Job 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 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.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Position Overview

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.

Location: Rochester, NY

Compensation: Starting at $25/hour

Reports To: Client Services Team Lead

Schedule: Monday - Friday, In Office, 9:00am - 6:00pm (EST)

Primary Responsibilities

Responsibilities

* Issue Resolution - Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate 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 timeframes.

Expectations

* 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.

Education and Experience

* Bachelor's degree required, or a high school diploma/equivalent or associate degree with a minimum of five years of experience in HCM
* Experience in customer service or previous client interfacing role strongly preferred
* Experience in payroll a plus
* Preferred certifications (CPP, FPC, APA, and/or SHRM-CP certified)
* Strong written communication skills for business correspondence
* Self-starter with the ability to handle multiple projects at once
* Proficiency in Microsoft Office suite

Paylocity is an equal opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact LeaveBenefits@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The pay range for this position is $19 - $27 /hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.

Keywords: Paylocity, Rochester , Client Services Representative, Sales , Rochester, New York