Job Description

Role: Client Success Specialist

Location: Northbrook, IL (Hybrid, 2-3 days a week)

Full-Time

The Client Success Specialist will serve as our client’s central point of contact and is responsible for providing exceptional client service and subject matter expertise that promotes client retention and loyalty. This position is responsible for processing a high volume of multi-state payrolls for clients with various pay schedules in numerous industries.

Essential Job Duties and Responsibilities:

• Serve as the client’s advocate and advisor

• Build strong relationships with clients, help them resolve issues in a timely manner, and continually delight them with a positive, customer-centric attitude.

• Ensures that client issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency

• Closely manage and nurture client accounts to identify and eliminate at-risk accounts

• Participate in proactive client outreach campaigns

• Provide timely and accurate payroll services to assigned client base

• Processing supplemental payrolls for missed pay, terminations or adjustments

• Maintain quality control of payrolls processed by assisting to develop audit procedures, as well as assisting in the review, tracking, and training to correct all errors discovered

• Research and resolve client and system problems to ensure accurate payroll reports

• Maintain knowledge of changes in wage and tax laws to develop a trusted relationship with clients

• Identify and resolve simple to moderately complex customer service issues or escalate to management when necessary

• Assisting with special report requests

Other Duties As Needed:

• Assist clients with Time and Labor, helping to resolve export issues and assigning managers, creating new users and resetting passwords

• Assist client employees with questions they have regarding benefits, pay vouchers, taxes, and employee portal assistance

• Act as a liaison between tax and banking professionals.

• Data entry of new hire paperwork, garnishments, and payroll maintenance items as needed

• Answering multi-line phones

Qualifications and Skills:

• Must have a passion for customer service, desire to connect with people and commitment to building strong relationships with our clients

• Strong conceptual skills, attention to detail, and the ability to multi-task

• Strong problem-solving skills

• No less than years of multi-state payroll experience preferred

• Prior PEO experience strongly preferred

• FPC or CPP is desirable

• Prior experience processing payroll in PRISM/HRP preferred

• Strong proficiency with Microsoft Office 360 and comfortable with technology including Excel

• Foster strong relationships across departments to achieve a collaborative team environment

• Excellent verbal, written, interpersonal communication skills

• Be adaptable in a fast-paced, deadline-driven, multi-faceted environment

• Ability to prioritize work, delegate and manage time effectively. Ability to break things down into clear, concrete steps and tasks

• Ability to develop knowledge of complex payroll concepts, accounting, benefits administration, and HR processes and/or procedures

Physical Demands / Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Flexibility to work from home

• Employee may experience long periods of continuous time focusing on a computer monitor

• Required to sit for prolonged periods of time

• Walking, bending, stooping occasionally.

• May require overtime

• Working conditions are normal for a fast-paced office work environment

Material and Equipment Directly Used:

• Computer with Microsoft Office software applications

• Multi-line telephone with voice mail

• Copy machine

• Printer

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. The employee will be required to follow any other instructions and to perform any other duties requested by their supervisor. Nothing in this job description shall create or is intended to create or shall be construed to constitute a contract of employment, express or implied. Employees are held accountable for all duties of this job.

Pay: From $60,000 to $75,000 per year

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