Client Services Manager

Dominion Payroll is hiring a Client Services Manager in Durango, Colorado!

If you're looking for an exciting career with one of the fastest growing, independent payroll companies in the country, with a team of motivated colleagues and proven leaders providing unlimited learning potential, then Dominion Payroll is where you want to be. We pride ourselves on being a successful alternative to large, publicly-owned payroll companies. At Dominion Payroll we bring unique solutions to the marketplace and strive to delight our customers every day. We are engaged in our communities and contribute to local non-profits. Join us today to learn why we're quickly becoming the premier choice in customized payroll and HR solutions.

Reasons you should join Dominion Payroll:

• Rock solid industry leader for HCM and payroll and original partner in the iSolved Network
• An Inc. 5000 honoree for 12 consecutive years for being one of the fastest growing companies in the country
• Renowned for 99% customer retention with industry leading Net Promoter Score
• Proprietary, web-based technology that provides competitive advantages
• Locally owned and operated
• Phenomenal opportunities for advancement

Here's what you'll do day-to-day:

• Responsible for one-on-one meetings, performance appraisals, weekly timecards, setting career development and department goals, administering corrective action and performance improvement plans, and fostering open lines of communication with direct reports.
• Focus personal efforts on balancing the daily workload among their team and working with the General Manager of Operations to prioritize and act on projects and improve processes to ensure SLA's are being met daily.
• Mentor, coach, develop and motivate team in a nurtured environment where they can excel through encouragement and empowerment.
• Perform audits of requests completed by staff.
• Share in the daily 'Day End' and 'Same Day ACH' processing with other Client Services department management.
• Monitor Zendesk ticket, call and chat volume to ensure timeliness of responses to client inquiries.
• Responsible for documenting client feedback, both positive and negative, for evaluation and improving the service experience to create engaged customers and facilitate growth.
• Manage complex and escalated issues and provide technical direction for escalations to agents.
• Responsible for the development and revision of procedures and policies related to operations.
• Works closely with other departments as needed for client support.
• Protects payroll operation by keeping information confidential and by following policies and procedures.
• Builds positive relationships with clients, management, and co-workers.
• Review and suggest operational changes to General Manager of Operations as necessary.
• Participates in QA of representative calls, tickets and chats to ensure accuracy and timeliness.
• Create an agenda and host weekly team meeting for updates of the department in process or business.
• Collaboration with our Learning & Development team for new hire training as well as ongoing agent training
• Provide daily reporting to the General Manager of Operations with results of prior days performance.
• Successfully train new hires on systems, tools, and best practices
• Act as a 'player/coach' and provide phone/ticket support for staff to ensure daily SLA's are met
• Perform other duties, as assigned

Here's what we're looking for:

• High-level of effective interpersonal communication skills, both written and verbal plus organization and presentation skills.
• Ability to build and maintain positive and productive working relationships with clients and internal colleagues at all organizational levels.
• Ability to identify and understand issues, problems, and opportunities, comparing data from different sources to draw conclusions, using effective approaches for developing appropriate solutions.
• 2 years of customer relations and/or implementation, training experience in the payroll field as well as team leadership or relevant management experience preferred.
• BS in Business Management, Computer Science or related fields or equivalent experience preferred.
  • Broad knowledge of Payroll, HRIS, Tax, Time and Attendance.
• Must be highly proficient and fully functional in all Microsoft Office applications, especially Microsoft Excel and able to effectively utilize available office management technology.
• Exceptional organizational skills and multi-tasking abilities along with attention-to-detail with a high degree of accuracy and professionalism.
• Professional, articulate, and able to use good independent judgment and discretion.
• Excellent interpersonal skills and ability to build strong relationships at all levels internally and externally.
• Outstanding verbal and written communication skills required.
• Strong problem solving and analytical skills, coupled with flexibility and a strong sense of urgency regarding deadlines.
• Ability to work independently with minimal supervision.
• A positive and upbeat attitude.
• Must have the ability to take initiative and manage multiple detailed tasks in a fast-paced, highly complex and deadline-oriented service environment.
• Broad knowledge of applicable federal and state wage and tax laws and compliance regulations regarding payroll.
• Ability to deal with difficult, sensitive, and confidential issues.
• Lead in Culture and being a Change Agent
• You are hungry to learn, humble enough to listen, and forming deep relationships is one of your greatest strengths.
• Understand, embrace and embody DP Core Values. These core values clearly define the DP culture, and they must be reflected in everything we do and every interaction we have. Our core values are the framework from which we make all of our decisions.
  • Community: We are stronger together than apart. Connection to our communities helps us better connect with ourselves and have a positive impact on both. Knowing and caring for each other helps to deepen trust and partnership which brings clarity and purpose to our work.
  • GSD: Get Shit Done! Start right now and don't stop. We are never done.
  • Rise Above: Expectations, disagreements, ego, challenges - push yourself to become the best version of you.
  • Passion: Bring passion to every day by creating meaningful impact in your work, for our clients, relationships, and our communities.
  • Create Culture: Culture enhances our quality of daily life and increases opportunities for learning, understanding, and growth.
  • DP No Se Vara: Never get stuck. We find a way or make a way.
  • Excellence: Don't let good be the enemy of great. Every single thing that you do matters!

Company Perks: 

• Freedom to work from home two days a week