Client Support Specialist
The Client Support Specialist position is responsible for the complete client relationship between Paycor and clients. Specialists will be supporting multi-product clients, providing learning and technical assistance with the related software. Key responsibilities include assuring client payrolls process accurately and on time, on-going end-user training, technical support and troubleshooting, assisting with general payroll questions, and proactive management of client activity to assure client satisfaction and retention.
Essential Duties and Responsibilities
Responsible for a shared client group of approximately 400-700 clients.*
Train new Clients via phone in effective use of Paycor Perform Product.
Monitor the Perform system and proactively identify actions needed to correct issues as they arise.
Manage the daily payroll process to produce timely payroll for assigned clients.*
Troubleshoot problems and research solutions to client questions about hardware or software issues, payroll and tax issues.
Educate and counsel clients on procedures to enable self-sufficient system usage.*
Document all client communications in appropriate systems. *
Complete weekly edits and proactively manage operational controls that impact the clients accounts. This includes survey reviews, tax edits, returns and quarter-end/year-end activity.
Develop and maintain positive, long-term client relationship by meeting or exceeding Paycor and client expectations for service. *
Perform a variety of tasks for quarter end and year-end processing and reporting.
Provide backup assistance to other specialists as needed. *
Effectively work as a member of the team within a telephone queue environment.*
Have regular, timely attendance and work overtime as required. *
Develop and maintain proactive client relationships by regularly calling clients to discuss products, services or processes that improve our overall client relationship.
Perform entry of payroll information as required for client satisfaction. *
Responsible for meeting daily metrics in the areas of client retention, phone measurements, call quality, responsiveness and management of escalations/client issues.
Other duties as assigned.
Indicates essential job functions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.
Four year degree or equivalent education and work experience preferred.
One year of prior office experience, preferably in a Client Service role.
Excellent Client Service and technical support skills.
Ability to interface with multiple departments, multi-task and work independently.
Strong interpersonal, verbal and written communication skills.
Satisfactory or above score on pre-employment testing.
Excellent understanding of Windows based PC software.
Effective organizational skills proven in a fast-paced, service-oriented position.
Must be able to work overtime as needed.