Client Support Specialist - Grapevine

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: paycom.com/careers/eeoc