Client Service Manager
- Can you handle a growing, entrepreneurial environment where change is constant?
- Are you customer focused?
- Are you a manager wanting to take on that next big challenge?
- Would you like the opportunity to develop formal processes for a growing payroll company?
- Do you enjoy client interaction and helping solve business issues?
If you answered yes to any of these questions, perhaps you should consider a career with Paylocity. We are currently seeking a Client Service Manager to support, manage and develop a team of client service specialists.
The Client Service Manager is responsible for staff management, customer service, technical support, coordinating employee training and maintaining customer service levels according to Paylocity standards. This is an opportunity for a determined and driven supervisor or manager to further develop their management skills, assist clients with payroll issues, develop formal processes for customer service to help maintain our 98% client retention rate and help build this growing division of our company!
Paylocity is a leading provider of web-based payroll and HR solutions for mid-sized businesses in the Midwest. In 14 years, we have grown from a small start-up to a corporation with over 7,000 clientsand 400+ employees! We are a five-time INC 500 winner for being One of America's Fastest Growing Privately-held Companies and a three-time winner for being One of the Best Places to Work in Illinois and a six-time winner for being One of Chicago's 101 Best Brightest Companies to Work For. Our headquarters is in Arlington Heights, Illinois with a second support center in Lake Mary, Florida; within 3 years that center has grown to over 50 employees!
Performance Objectives:
- Maintain customer service levels according to Paylocity standards
- Ensure that the client base receives the appropriate level of customer service and technical support by spending a majority of your time managing your staff, phone availability and providing resources to your staff to properly handle client issues with prompt and courteous service
- Involvement in unresolved and escalated client issues
- Manage the day-to-day activities of a team of client service specialists and a team lead
- Work with the other Client Service Managers to ensure consistency in all policies and procedures
- As the department grows, work with internal training department to coordinate, assess and manage employees' training needs and gaps
- Develop and implement employee motivation activities
- Responsibility for hiring, onboarding and performance management
- Handle disciplinary issues as necessary
- Other duties as assigned
Our call center operation runs from 7am to 7pm. All of our Client Service Managers work either an 8-5 or a 9-6 shift.
Experience and Skills:
Experience, Knowledge and Skills Required:
- 3-5 years of people management experience
- Management experience within a call center or help desk environment highly desirable
- Strong mathematical ability and aptitude to learn the payroll software application
- Change management experience preferred
- Experience in team development and workflow process
- Excellent troubleshooting ability in order to handle clients' payroll issues
- Ability to multi-task
- Excellent listening and communication skills - 100% client satisfaction is our #1 priority!
- Ability to work in a fast-paced, high stress environment
- Knowledge of Microsoft Office, especially Microsoft Excel
- Knowledge of Access, SQL or Crystal Reports a plus
- Payroll service bureau experience desirable
- Experience managing remote workers desirable
Keywords: manager, ADP, Paychex, Ceridian, "call center"
