Customer Service Specialist
Job Description
A Specialist provides customers a single point of contact for payroll processing, technical support, training and customer service for all HCM products (28). The Specialist is the front line for both customer retention and satisfaction. A Specialist ensures that all payrolls for their assigned clients are 100% accurate, new administrators and users are appropriately trained, and requests for assistance, questions and fixes are answered in a timely manner. The Specialist tests potential solutions to customer inquiries and always does so with a smile in their voice and the customer in their mind. The Specialist thrives in a collaborative work environment and takes responsibility to handle problems through to completion, thus forming a trusted relationship with their customers and colleagues. The Specialist recognizes their presence is important for the smooth functioning of the team and makes every effort to be punctual. The Specialist exhibits the Paycom attitude of willingness to go the extra mile to resolve a problem and takes every opportunity to learn and expand their technical knowledge. When confronted with a challenging problem, the Specialist empathizes with the client, takes full responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation.
Performance Objectives
The following are the performance objectives for this position. In assessing competency and fit, all candidates will be benchmarked against these standards.
1. Processes payrolls for all assigned accounts with 100% accuracy. Proactively acts on all payroll instructions, arranges payment methods, and monitors, validates, and acts on any highlighted red flags in each payroll run. Communicates payroll status quickly and accurately both internally and to the client. Troubleshoots payroll problems as needed in real time.
2. Provides excellent customer service. Maintains a minimum customer satisfaction score of 8+. Understands the impact of service quality on customer satisfaction. Receives unsolicited positive feedback from customers regarding the clarity of their communications, technical knowledge, patience, and problem-solving abilities. The Specialist strives to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution. (Empathy, technical knowledge, communications.)
3. Answers customer questions and resolves problems. A Specialist strives to resolve customer inquiries within 10 minutes and achieve same call resolution. Email inquiries should be responded to as quickly as possible with the majority resolved on the same day received. Email responses are clear, have actionable instructions including screen shots and are 100% accurate in terms of technical knowledge. The Specialist also provides background support to team members’ clients if their main contact is unavailable.
4. Trains clients in the use of the system. Proactively reaches out to clients to identify new users and leaders. Provides one-on-one training when appropriate to make a customer successful. Coordinates more formal training using all available Paycom resources including, Paycom University, webinars, LMS and field personnel. Proactively educates clients in new releases and new products. Takes the time to train while responding to questions on the phone and in emails. The goal is to assist clients to become more and more self-sufficient in getting the full value out of the system.
5. Actively engages in self-learning and self-improvement. Successfully completes the 13-week training program by passing all testing. Becomes a perpetual learner. Dives into all required and non-required technical knowledge by fully understanding monthly product updates, Paycom’ offerings and the technical details of how to use them. Actively seeks guidance on how to improve and apply new knowledge regularly. Examines situations that occurred with clients with the intent to improve future client interactions. Fully open to suggestions for improvement.
6. Accurately documents all calls. Notes are accurate and insightful. The CRM reflects all problems solved during each client interaction. Documentation is clear enough that inquiries and complaints can be traced to the source and the situation is clearly explained in the notes.
7. Creatively addresses complex client issues. Demonstrates sound judgment, uses resources wisely, and knows when to escalate. When an issue cannot be resolved immediately, the Specialist applies their creativity to identify alternatives and workarounds to enable Paycom clients to meet their needs until a more permanent solution is found. Understands that their most important priority is to get the customer’s needs satisfied. Demonstrates a strong sense of customer orientation and an understanding of the business needs of their assigned customers. Views the situation from the user’s perspective and tries to understand the obvious and hidden needs of users.
8. Ensures seamless interaction between support teams and proactively shares information. Demonstrates a high degree of collaboration with their teams. The Specialist makes positive suggestions as to how to improve the department and the customer service process in team review meetings. Offers assistance voluntarily and willingly, interacting politely and professionally with team members.
9. Demonstrates general helpfulness to colleagues. Each specialist demonstrates the willingness to help their colleagues by sharing knowledge, being punctual and available when the team is busy, and showing overall care for team members. Understanding and living the Paycom values is an important driver for success in this role.
Qualifications
Requirements:
- Bachelor's degree
- Experience utilizing Excel for imports/exports and formatting.
Skills/Abilities:
- A passion for helping others and providing award-winning support everyday.
- Professional communication through phone, email, and in person. Listening and providing empathy is crucial.
- Computer skills in Windows and MS office and the ability to easily learn new applications.
- Advanced troubleshooting of all Paycom’s products.
- Interest in gaining knowledge on payroll tax and human resource related topics.
- Traits required to succeed in this role: detail oriented, organized, self-motivated, project/deadline driven.
- Remains calm no matter how stressful the situation. You must perform at your best under pressure.
- Strong problem solver with analytical aptitude.
- Team player who initiates solutions to help the team meet performance goals.
- Willingness to work overtime and additional hours outside normal shift. Working some weekends will be required to meet team and department goals.
Paycom provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, pregnancy, military and veteran status, age, physical and mental disability, genetic characteristics, or any other considerations made unlawful by applicable state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Paycom expressly prohibits any form of workplace harassment based on race, color, religion, sex, national origin, pregnancy, military and veteran status, age, physical and mental disability, or genetic characteristics.
Job Type: Full-time
Required education:
- Bachelor's
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