Paylocity is a cloud-based software company that creates customized HR solutions for small to mid-sized organizations. Our workplace enhances communication and enables employees to connect, collaborate, and create from anywhere. Our award-winning culture ensures everyone has a voice and feels truly welcome. Join Paylocity as we shape the future of technology and the workplace!

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

Are you a natural problem-solver? Does working with technology excite you? Do you love challenges? Do you love to learn? Excel at figuring out logic puzzles? If so, the Client Services Representative role at Paylocity may be an opportunity you would love. We offer a dynamic team environment, a modern workplace, competitive benefits, and opportunities to grow and develop new skills.

As a Client Services Representative, you represent Paylocity as the main point of contact for our clients. You communicate with clients daily to provide training, support, issue resolution, and troubleshooting related to payroll, human capital management, time and attendance, and employee engagement tools. Not an expert in the Payroll and HR world? No problem – we provide paid training to teach you. From training to your first call and beyond, you will be given the tools and support you need to make a difference for our clients.

Location: Phoenix, AZ. (Work From Home, residing within 50 miles of Phoenix, AZ)

Reports To: Client Services Team Lead

Compensation: $19.50 +DOE

Schedule: Your work schedule will be 9 a. m. to 6 p. m. PHX time until Nov 5, 2023. Your work schedule will be 10 a.m. to 7 p.m. PHX time from November 5, 2023, until March 10, 2024. Your schedule will adjust accordingly with daylight savings time. Training hours may fluctuate.

CLIENT SERVICE EXPECTATIONS:

Dependability/Follow-Up: Timely responsiveness & proactive follow up
Problem Solve: Troubleshoot and problem solve by leveraging knowledge, resources, qualitative and quantitate information
Communication: Provide professional & appropriate internal/ external communication as well as progress updates to all stakeholders
Guidance: Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit
Implement and optimize products: Ability to implement ancillary products and optimize primary HCM setup
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 is seen via Quality Assurance assessments and Team Lead and Manager feedback including (1) creating rapport (2) an appropriate sense of urgency and tone (3) understanding the question (4) and effective interactions, guides, and client instructions
Focus on the timely and successful delivery of solutions - according to client needs and objectives meet SLAs and key internal client service metrics including availability, outbound adherence, first call resolution, escalations, client retention, etc. as monitored by Leadership Team; leverages metrics to understand performance, adjust behaviors and 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 Guides and to continually build the knowledge base to best serve the client
Leverage Resources - Appropriately & 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. Listens to feedback, seeks to understand, and adjusts behaviors as needed
Requirements:

High School Diploma or GED
Experience in customer service or previous client interfacing role
Strong computer skills including Microsoft Office
Pass job-dependent Final Exam at training end
Preferred Skills:

Associate’s Degree
CPP, FPC, APA, and/or SHRM-CP certified
Experience in payroll and/or call center environment
Proficient in Excel
EEO and accessibility Statement Paylocity is an equal opportunity employer. Paylocity is committed to the full inclusion of all individuals. 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 [email protected]