Job Description :

RESPONSIBILITIES

  • Manage and build relationships with assigned book of long-term clients  via phone and e-mail
  • Investigate, troubleshoot and resolve a high volume of client inquiries received through both phone and e-mail while anticipating additional questions and needs
  • Provide proactive service and consultation to maximize client employee usage and overall system utilization
  • Contribute to client retention and satisfaction through timely follow-up and completion of issues
  • Determine appropriate resources necessary for each client inquiry and issue resolution
  • Coordinate with internal departments and higher-level specialists as needed to resolve client projects
  • Enter relevant information into the CRM system after each contact to ensure quality data to enable effective client retention
  • Train clients in the use of the Paycom system, proactively identifying new client users and providing one-on-one system training when appropriate 
  • Ensure payrolls for all assigned accounts are processed with 100% accuracy.
  • Actively engage in continuous learning and self-improvement to complete required training programs, enhance system knowledge and stay up to date on legislation impacting clients
  • Provide system feedback to product management on behalf of clients
  • Qualifications

    Education/Certification:

    • Bachelor’s degree, preferably in a business-related field, or equivalent experience

    Preferred Experience:

    • Fluent in and English and Spanish (ability to read, write and translate in both languages)
    • Experience working in a client facing role
    • Experience as a user of the Paycom system
    • Experience utilizing excel for imports and exports of data with ability to perform moderately complex tasks, such as working with large data sets, pivot tables and completing formulas.
    • Experience troubleshooting complex client inquiries utilizing problem-solving and analytical skills
    • Demonstrated collaboration and experience influencing and persuading business leaders
    • Skills/Abilities:

      • Technically savvy with the ability to instruct clients on the use of Paycom products
      • Comfortable with high volume inbound and outbound calls and using persuasion and influence to drive outcomes.
      • Strong relationship building ability
      • Professional communication through phone, email, and in person
      • Strong listening skills and ability to apply empathy.
      • Computer skills in Windows and MS office and the ability to easily learn new applications.
      • Ability to work within a team to initiate solutions and to assist team members in meeting performance goals.
      • Adapt and thrive in a fast-paced, changing environment
      • Self-motivated to complete assigned tasks and projects on time
      • Ability to maintain organization of multiple tasks and projects
      • Strong attention to detail
      • Ability to maintain professional communication during all client interactions
      • Perpetual learner
      • Willingness to work overtime and additional hours outside normal shift. Working some weekends will be required to meet team and department goals.