Customer Service Representative

Essential Duties and Responsibilities

• Proven ability to carry out our service vision of serving clients with unrivaled performance and providing one-call resolution independently
• Demonstrate mastery of fundamental and advanced payroll concepts
• Demonstrate ability to leverage the knowledge of ancillary services and product solutions; (including set-up, pricing, and effect on client's organizational goals) independently
• Demonstrate ability to perform advanced timekeeping set-up independently
• Proven ability to set priorities, handle multiple tasks efficiently and work independently
• Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals
• Successful work experience demonstrating an ability to communicate effectively, work well with others, use productive work methods, exercise sound judgment, and display initiative and innovation on the job
• Following up and following through with clients on existing open cases
• Being able to multi-task between phone calls, emails, data entry
• Demonstrate ability to perform simple to intermediate GL set-ups independently
• Demonstrate ability to perform the implementation of new accounts independently
• Assists in creating and maintaining critical support documentation in the enterprise defined knowledge repository
• High level of communication skills exemplifying successful leadership working in a team environment
• Proven ability to deescalate and assist difficult or irate customers in turning around customer experience; ability to think ahead for the customer, offer options to solve their problem, and make a difference
• Responding and replying to 25 – 100 emails daily
• Inputting, auditing, and processing 10 – 20 payrolls daily
• Assisting the Implementation Department to transition new clients to Customer Service
• Review the significant issues with their managers
• Maintains a team orientation in dealing with fellow associates
• Provides quality service

Qualifications

• High school diploma or equivalent
• Experience in customer service or a related field
• Strong computer skills, including proficiency with Microsoft Office applications
• Excellent verbal and written communication skills
• Ability to work independently and manage multiple tasks
• Ability to handle stressful situations and remain calm and professional