Benefits Client Services Representative

Who you are

• Bachelor’s degree
• Proficiency in Microsoft Office suite
• Strong written communication skills for business correspondence
• Strong team player with attention to detail
• Self-starter with the ability to handle multiple projects at once
• Essential skills: Analytical thinking, problem-solving, time management, communication, and decision-making
• Experience in customer service or previous client interfacing role
• Experience in benefits and/or a call center environment
• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously

What the job involves

• The Benefit Account Manager I plays a pivotal role in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. By effectively utilizing available resources and prioritizing issues, the Benefit Account Manager I delivers outstanding customer service
• The role involves meeting performance metrics through a combination of inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Benefit Account Manager I assumes full responsibility for maintaining and enhancing client relationships
• Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary
• Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions
• Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction
• Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed
• Continued Learning – Dedicated to personal and professional growth, stay current by completing educational courses and assigned training within designated timeframes
• Dependability/Follow-Up: Proficiently multitask, respond promptly, and ensure timely follow-up
• Problem Solve: Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information
• Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders
• Guidance – Provide clients with guidance on HR and Payroll best practices, software change management, and alignment with Paylocity products
• This job description outlines the responsibilities and qualifications of the Account Manager I role. However, additional duties and qualifications may arise as the organization's needs evolve

Benefits

• Paid Parental Leave
• Adoption Assistance
• Miltstork program for moms who travel on business to ship breastmilk and get fully reimbursed
• Health and wellness programs ranging from Lyra to Garner to Hinge Health
• Health insurance
• Discounted Employee Stock Purchasing program
• Tuition Reimbursement
• SoFi program to consolidate and refinance federal and private student loans
• Volunteer In Action program for paid time off to volunteer
• Onsite workout facilities
• Healthy snack options like fresh fruit, hummus, and trail mixes onsite only
• Sparkling and flat flavored water, gourmet coffee drinks, hot chocolate onsite only