Payroll Account Manager

Position Summary:

The Account Manager will be the primary contact for all customer inquiries. Provides excellent customer service support, resolves client issues using effective problem solving skills, supports client satisfaction and retention goals, trains newer clients on Internet Payroll. Account Manager will continually develop professional skills, update knowledge as new releases of Internet product occur or product enhancements are implemented. Account Manager will be capable of handling up to 10 or more calls per hour, assisting customers with their questions relating to their payroll, taxes, reports, benefits, general ledger, and other payroll & human resource maters. PSA will posses:

• Payroll, Human Resource and Benefits knowledge
• Internet experience and PC literate
• Call Center / Help Desk background
• Microsoft Office (Excel, Word, and Outlook)
• The ability to meet deadlines
• Flexibility to work in a team environment as well as individually.

Essential Duties:

The PSA will be responsible for;

• Being accountable and responsible for all aspects of quality service for clients.
• Providing accurate information for payroll, human resource, tax-related issues
• Resolving client concerns relating to payroll and human resource related questions and systems issues
• Providing client training by GOTO Meeting as necessary by periodically explaining "how to" use the Payroll Dynamics services
• Explaining the benefits of additional reports and products that the client does not use.
• Participating in designated client calling and other retention oriented programs.
• Keeping abreast of the Company's services, system and software changes, and changes in wage and tax law.
• Completing accurate and timely documentation of all calls handled.
• Recognizing when an issue must be escalated to another area for resolution
• Continue to work with client until it is determined that client clearly understands the solution provided
• Prepares Weekly Payroll Exception Report CRMLink
  • Calls clients listed on report
  • Works with clients to resolve exception issues
  • Train clients on the correct procedures to use to prevent repeating the exception
• Calling clients on a proactive basis to ensure;
  • Customer satisfaction and retention
  • That current product features are being utilized and understood.
• Review the major issues with the Director of Operations
• Maintains a team orientation in dealing with fellow associates
• Provides quality service

Education / Training / Certifications: Degree in Accounting (Associates or Bachelors), related certifications (CPP, CPA) is a plus. Training programs are held on a regular basis at Payroll Dynamics and the Company encourages employees to obtain job related Certifications.

Decision Making: Customer Service Analyst is expected to make day to day decisions regarding Client Services, scheduling, processing, training, solving customer problems and other related matters that are within the area of responsibilities and are consistent with the prevailing Department and Company policies.

Communication: Excellent oral and written communication and analytical skills required. Must be able to work under time constraints and meet daily, weekly and monthly deadlines.

Skills: Must have excellent telephone skills, be able to function in a team environment, and be PC literate (MS Office, Customer Service Analyst must possess or develop:

• Quality service orientation
• Strong focus on customer satisfaction and detail.
• Demonstrated ability in problem solving
• Ability to meet deadlines.
• Flexibility to work in a team environment as well as individually

Working Conditions: The scheduled work week is a 5-day work week - hours are 9:00 AM to 5:30 PM Monday through Friday with a 30 minute lunch break or hours are 8:30 AM to 5:30 PM Monday through Friday with a 1 hour lunch break. Pre-Approved overtime will be paid at the current rate for all hours work over 40 in a scheduled work week.