Client Support Specialist

Paycor Jacksonville , FL 32277

Posted 2 days ago

Client Support Specialist

Jacksonville, FL

Job Summary

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.

Requirements

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.

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