Thread is a human capital management company which delivers superior personal service and great technology. Our mission to build high-performance, high-culture companies, is not something we just say; it's something we practice. We believe in delivering wow to those we come in contact with and that includes our team. Happy employees make happy clients, which helps everyone grow. We're connecting people and technology for a better workplace and are looking to add a Payroll Specialist.
Job Profile
The Payroll Specialist provides team based support for payroll processing, technical support, training and customer service for our small business clients under 75 employees. The Managed Services team provides enhanced support to about 1,000 of our small business clients. The Specialist is the front line for both customer retention and satisfaction and a key driver of our company NPS. A Specialist ensures that all payrolls for their assigned clients are 100% accurate, users are appropriately trained, and requests for assistance, questions and fixes are answered in a timely manner.
The Specialist provides analysis and testing for potential solutions to customer inquiries and always does so with an attitude of gratitude and the customer in their mind. When faced with a difficult 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 thus forming a trusted relationship with their customers and colleagues. The Specialist exhibits the core value of 'Deliver Wow' and goes the extra mile to resolve a problem and takes every opportunity to learn and expand their technical knowledge in how to better proactively serve clients.
MUST HAVE PAYROLL PROCESSING EXPERIENCE.
Top 5 Responsibilities
1. Client Support - The Specialist strives to respond quickly to customer calls and tickets within 90 minutes and achieve the same call resolution. Email tickets should be responded to as quickly as possible with the majority resolved within 24 hours. Email responses are clear, have actionable instructions including screenshots and video and are 100% accurate in terms of technical knowledge. Troubleshoots payroll problems as needed in real time.
2. Client Training - Be the SME for iSolved training and perform all training for new clients and proactively train existing clients and internal staff to improve adoption and alignment into the iSolved platform.
3. Client Engagement - Proactively reach out to clients to assist with additional training to improve adoption, issue resolution, proactive monitoring, and various elements to help us deliver wow to our clients.
4. Client Retention - Maintains a minimum NPS score of 70 or greater and understands the impact of service quality on customer satisfaction. The Specialist strives to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution to achieve a controlled client retention of 98%.
5. Payroll Process Improvement - Proactively evaluates current client and Thread internal processes to ensure
effectiveness and accuracy. Continued education on payroll knowledge and system abilities.
Thread HCM is an equal opportunity employer.