Client Support Specialist (Shift: 10am-7pm)

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 client inquiries received through both phone and e-mail while anticipating additional questions and needs
• 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
• Coordinate with internal departments and higher-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
• 10am - 7pm

Education/Certification:

• Bachelor’s degree or equivalent experience

Experience:

• Experience working in a client facing role
• 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.
• Experience troubleshooting complex client inquiries utilizing problem-solving and analytical skills
• Demonstrated collaboration and experience influencing and persuading business leaders

PREFERRED QUALIFICATIONS

Education/Certification:

• Bachelor’s degree in a business-related field

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.

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: paycom.com/careers/eeoc