Payroll Specialist

The Client Success Specialist provides team based support for payroll processing, Human Resources, technical support, training and customer service for our clients in our Managed Services division. The Managed Services team provides enhanced support to about 1,000 of our small business clients. The Specialist is the front line for both customer retention and satisfaction and a key driver of our company Net Promoter Score. A Specialist ensures that all payrolls for their assigned clients are 100% accurate, users are appropriately trained, and requests for assistance, questions and fixes are answered in a timely manner. The Specialist provides analysis and testing for potential solutions to customer inquiries and always does so with an attitude of gratitude and the customer in their mind. When confronted with a challenging problem, the Specialist empathizes with the client, takes full responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation thus forming a trusted relationship with their customers and colleagues. The Specialist exhibits the core value of ‘Deliver Wow’ and goes the extra mile to resolve a problem and takes every opportunity to learn and expand their technical knowledge in how to better proactively serve clients. Top 5 Responsibilities MST Support – The Specialist strives to respond quickly to customer calls and tickets within 2 hours and achieve same call resolution. Email tickets should be responded to as quickly as possible with the majority resolved within 24 hours. Email responses are clear, have actionable instructions including screen shots and are 100% accurate in terms of technical knowledge. 100% Accuracy – Proactively acts on all payroll instructions, and monitors, validates, and acts on any highlighted concerns in each payroll run. Responsible for validating payroll totals with client to ensure accuracy. Communicates payroll status quickly and accurately both internally and to the client. Troubleshoots payroll problems as needed in real time. Client Retention - Maintains a minimum MST NPS score of 65 or greater and understands the impact of service quality on customer satisfaction. The Specialist strives to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution to ensure a controlled client retention of 98%. Client Engagement – Proactively reach out to clients to assist with additional trainings to improve adoption, issue resolution, proactive monitoring, and various elements to help us deliver wow to our clients. Pack Out – Proactively monitor and manage client’s payroll output to ensure accurate and timely delivery. The specialist will be required to complete a minimum number per day as set by the team lead.