Client Support Specialist - Grapevine
Job Details
Full Job Description
The Paycom Specialist is responsible for providing world-class
service and support to clients. They retain and strengthen client
relationships by providing full-picture solutions and best practice
management. The Paycom Specialist will leverage technology to ensure
clients see a return on their investment by providing guidance to
clients in all areas of the system and influencing clients to utilize
system best practices to align with employee usage strategies.
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 more
routine/standard client inquiries received through both phone and
e-mail while anticipating additional questions and needs
Uses
basic knowledge of job procedures and Paycom system best practices to
solve routine problems that may at times require interpretation or
analysis to understand
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
Communicates information to assigned book of long-term clients
that requires some explanation or interpretation
Receives
instruction, guidance and direction from more senior level specialists
Coordinate with internal departments and more senior 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
Shift
Options:
8am - 5pm
Education/Certification:
Bachelor's Degree
PREFERRED QUALIFICATIONS
Experience:
Some experience troubleshooting more
routine/standard client accounts/inquiries utilizing problem-solving
and analytical skills under moderate supervision
Basic
professional customer service experience
Knowledge of basic
auditing and reconciliation
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.
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.
COMPETENCIES
Customer Focus: Builds strong customer
relationships and delivers customer-centric solutions
Collaborates: Builds partnerships and works collaboratively with
others to meet shared objectives
Communicates Effectively:
Develops and delivers multi-mode communications that convey a clear
understanding of the unique needs of different audiences
Situational Adaptability: Adapts approach and demeanor in real
time to match the shifting demands of different situations
Ensures
Accountability: Holds self and others accountable to meet commitments
Paycom is an equal opportunity employer and prohibits
discrimination and harassment of any kind. Paycom makes employment
decisions on the basis of business needs, job requirements, individual
qualifications and merit. Paycom wants to have the best available
people in every job. Therefore, Paycom does not permit its employees
to harass, discriminate or retaliate against other employees or
applicants because of race, color, religion, sex, sexual orientation,
gender identity, pregnancy, national origin, military and veteran
status, age, physical or mental disability, genetic characteristic,
reproductive health decisions, family or parental status or any other
consideration made unlawful by applicable laws. Equal employment
opportunity will be extended to all persons in all aspects of the
employer-employee relationship. This policy applies to all terms and
conditions of employment, including, but not limited to, hiring,
training, promotion, discipline, compensation benefits, and separation
of employment. The Human Resources Department has overall
responsibility for this policy and maintains reporting and monitoring
procedures. Any questions or concerns should be referred to the Human
Resources Department. To learn more about Paycom's affirmative action
policy, equal employment opportunity, or to request an accommodation -
Click on the link to find more information:
Client Support Specialist - Grapevine
PAYCOM PAYROLL LLC
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