What are the responsibilities and job description for the Client Experience Specialist I position at OnPay?
About OnPay,
Headquartered in Atlanta, OnPay provides payroll, HR, and benefit solutions to over 25,000 small and medium-sized businesses across the United States. As more companies look to streamline payroll and HR functions, OnPay offers a comprehensive platform that combines ease of use with powerful features traditionally reserved for larger enterprises. In 2024, OnPay was named PCMag Editors’ Choice. Learn more at OnPay.com
The goal of the Client Experience team is to foster valuable partnerships with our clients through each interaction. We hold ourselves to the highest standards, providing CX members with extensive training in payroll, taxes, and, of course, the OnPay system itself. We provide our clients with efficient and effective product support so that they can get back to doing what they do best! We are currently seeking one Client Experience Specialist for coverage in the EST time zone.
Duties/Responsibilities
To all candidates: your personal information and online safety are top of mind for us. At OnPay, recruiters only direct candidates to apply through our official career page at careers.onpay.com
Recruiters will never request payments or ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from OnPay, please email careers@onpay.com.
OnPay is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates from multiple backgrounds and lifestyles to create a broader set of perspectives. We make all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.
Headquartered in Atlanta, OnPay provides payroll, HR, and benefit solutions to over 25,000 small and medium-sized businesses across the United States. As more companies look to streamline payroll and HR functions, OnPay offers a comprehensive platform that combines ease of use with powerful features traditionally reserved for larger enterprises. In 2024, OnPay was named PCMag Editors’ Choice. Learn more at OnPay.com
The goal of the Client Experience team is to foster valuable partnerships with our clients through each interaction. We hold ourselves to the highest standards, providing CX members with extensive training in payroll, taxes, and, of course, the OnPay system itself. We provide our clients with efficient and effective product support so that they can get back to doing what they do best! We are currently seeking one Client Experience Specialist for coverage in the EST time zone.
Duties/Responsibilities
- Provide Tier 1 customer support regarding the resolution of issues and/ or questions via the online portal, phone, and chat
- Learn and navigate OnPay systems to respond to client issues efficiently
- Effectively troubleshoot problems and identify solutions for clients as well as other internal teams
- Respond to client inquiries promptly and courteously
- Ensure that documentation of client issues and resolution are comprehensive and accurate
- Ask relevant questions to define the root cause of a problem and utilize resources to generate accurate solutions
- Consistently meet role-related goals
- Excellent customer service skills
- Respond promptly and professionally to customer inquiries
- Must be coachable and willing to learn
- Ability to manage multiple tasks simultaneously.
- A desire to make a meaningful impact at a fast-growing, exciting company.
- Superior interpersonal skills with the ability to work with various types of clients.
- Self-starter with a sense of urgency.
- Detail-oriented and very organized.
- Problem solver enjoys helping others.
- Great listener while showing attentiveness, flexibility, patience, and empathy.
- Excellent written and verbal communication.
- 1-2 years of customer service experience
- Previous experience in the Payroll Industry or related
- Must be willing to obtain the FPC certification within one (1) year of employment
- College experience (degree strongly preferred).
- Working knowledge of Accounting / Bookkeeping, HR, Payroll, tax, or related.
- A casual team-oriented environment with a solid work/life balance and flexible work options
- Competitive pay, including bonuses and stock options
- Four weeks of paid time off plus paid holidays and generous Parental Leave
- Medical, Dental, Vision, Short-term/Long-term Disability, and Life Insurance
- On-site training at our Ponce City Market HQ
- Stocked kitchen with a variety of snacks and drinks
- Ponce City Market employee discounts & more!
To all candidates: your personal information and online safety are top of mind for us. At OnPay, recruiters only direct candidates to apply through our official career page at careers.onpay.com
Recruiters will never request payments or ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from OnPay, please email careers@onpay.com.
OnPay is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates from multiple backgrounds and lifestyles to create a broader set of perspectives. We make all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.
