Client Support Representative

Job Requirements: 

Confidently ask clients insightful questions which help us understand their unique needs and deliver proactive and timely solutions which provide them with peace of mind regarding all aspects of their payroll, HR, Time and Attendance and payroll tax filings. Use understanding of clients’ specifications to accurately collect and enter data into the system and verify all payroll data and calculations. Use understanding of technology to properly troubleshoot client concerns and respond to inquiries so that the technology is customized to meet client needs.  

Primary Duties and Responsibilities: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Other duties may be assigned.  

• Maintaining a base of payroll clients relevant to size and complexity on all products.  

• Contacting clients daily to obtain payroll data including salary adjustments, special payments, tax allocations and employee deductions, and to set schedules.  

• Accurately keying all payroll related data necessary to process and meet client expectations  

• Proactively identifies and responds to clients' needs and requests.  

• Maintaining a high rate of client retention through quality service.   

• Keeping abreast of the payroll processing system and changes in wage and tax laws, and corresponding with federal, state, and local tax agencies on behalf of our clients.  

• Maintaining up to date and compliant client files.   

• Researching and resolving client/technology concerns.  

• Establishing and maintaining a positive working relationship with clients, agencies, and coworkers to promote a quality service image.  

• Participating in conducted training sessions.  

• Performing other duties as assigned.   

PERFORMANCE FACTORS: The performance factors described here are core abilities that will contribute to the incumbent successfully carrying out the assigned duties and responsibilities of this position and meeting the performance objectives of the key accountabilities.  

• Self-Management: The ability to prioritize and complete tasks to deliver desired outcomes within allotted time frames. Independently pursues business objectives in an organized and efficient manner; prioritizes activities as necessary to meet job responsibilities; maintains required level of activity toward achieving goals without direct supervision; minimizes workflow disruptions and time wasters to complete high quality work within a specified time frame.  

• Problem Solving: The ability to identify key components of a problem to formulate a solution or solutions. Analyzes all data relative to a problem; divides complex issues into simpler components to achieve clarity; selects the best options available to solve specific problems; applies all relevant resources to implement suitable solutions.  

• Learning: Proactively seeks new knowledge and understanding of relevant regulations and laws. 

• Client Focus: A commitment to client satisfaction. Consistently places a high value on client and all issues related to client; objectively listens to, understands, and represents client feedback; anticipates client needs and develops appropriate solutions; meets all promises and commitments made to clients.  

• Flexibility: The ability to readily modify, respond to and integrate change with minimal personal resistance. Adapts effectively to changing plans and priorities; demonstrates the capacity to handle multiple tasks at one time; deals comfortably with ambiguity; adjusts preset plans as necessary with minimal resistance  

• Diplomacy and Tact/ Empathetic Outlook: The ability to treat others fairly, regardless of personal biases or beliefs. Maintains positive relationships with others through treating them fairly; demonstrates respect for others; understands and values differences between people; respects diversity in race, national origin, religion, gender, lifestyle, age, and disability.  

• Teamwork: The ability to cooperate with others to meet objectives. Discards personal agenda to cooperate with other team members in meeting objectives; contributes positively and productively to team projects; builds and sustains a trust relationship with each member of the team; supports other team members and team decisions.  

Skills/Abilities: 

• Reasoning Development: Ability to carry out instructions furnished in written or oral form; deal with problems involving several concrete variables.  

• Mathematical Development: Ability to add, subtract, multiply and divide all units of measure.  

• Language Development: Ability to read reports, workplace rules and procedures, write correspondence; ability to communicate, and interact with others.