Client Service Representative

Location: Valencia, CA (Santa Clarita Valley) — on-site, with client visits Reports to: President Type: Full-time, salary plus retention and growth bonus

360 Payroll is a locally owned payroll service provider in Valencia, serving small and mid-sized businesses across the United States. We handle payroll processing, federal/state/local tax filing, direct deposit, W-2 and 1099 preparation, time and attendance integration, and HR and benefits support — with real people clients can call.

The Client Service Account Executive owns a book of existing payroll services clients. This is a payroll relationship, not a PEO one: clients remain the employer of record, and we run their payroll accurately, on time, and in compliance. You are their go-to person — you resolve issues, keep them informed, retain them, and grow each account with the services that fit.

Key responsibilities

Own the client relationship

• Serve as the primary contact for an assigned book of payroll clients (roughly 5–250 employees each).
• Answer client questions by phone and email the same business day.
• Hold regular check-ins and annual account reviews with owners and office managers.
• Visit key clients in person across the Santa Clarita, San Fernando, and Antelope Valleys.

Keep payroll running smoothly

• Coordinate with payroll specialists so every payroll processes accurately and on schedule.
• Resolve escalations: missed deadlines, tax notices, garnishments, corrections, and voids.
• Guide clients through year-end, W-2 and 1099 preparation, and rate or law changes.
• Help clients get the most from employee self-service, time and attendance, and reporting.

Onboard new clients

• Take the handoff from sales and lead each new client through setup and their first payroll.
• Confirm prior-quarter data, tax accounts, and employee records are complete and correct.
• Check in at 30, 60, and 90 days to make sure the client is settled.

Retain and grow accounts

• Spot at-risk clients early and act before they leave.
• Recommend add-ons such as time and attendance, HR support, and benefits administration.
• Process pricing updates and renewals within approved guidelines.
• Ask happy clients for reviews and referrals; pass new leads to sales.
• Recognize when a client would be better served by a PEO and route them to 360 Business Solutions.

Keep records current

• Log every call, issue, and opportunity in Zoho CRM.
• Report monthly on client health, retention, and upsell revenue.
• Share recurring client issues with leadership to improve our service and processes.

Qualifications

Required

• 2+ years in payroll, account management, or client service for a payroll, HCM, or accounting firm.
• Solid payroll knowledge: pay frequencies, withholdings, federal and California payroll taxes, garnishments, W-2 vs. 1099.
• Calm, clear communicator who can explain a payroll or tax issue to a business owner in plain language.
• Highly organized; able to manage many clients and deadlines at once.
• Comfortable with a CRM and payroll software; strong Excel skills.
• Valid California driver's license and reliable transportation.

Preferred

• Experience with a payroll provider such as ADP, Paychex, Paycor, or a local service bureau.
• Experience with multi-state, union, or prevailing wage payroll.
• Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP).
• Experience with Zoho CRM.
• Bilingual English/Spanish.
• Bachelor's degree, or equivalent experience.

How success is measured

• Client retention rate across your book.
• Payroll accuracy and on-time processing for your clients.
• Response and resolution times on client issues.
• New clients running their first payroll on schedule.
• Add-on revenue and referrals generated from existing clients.
• Client satisfaction scores and online reviews.

Compensation and benefits

• Base salary: $60k – $80k per year DOE
• Bonus: quarterly, tied to retention and add-on revenue
• Benefits: medical, dental, vision, paid time off, paid holidays, [401(k)], mileage reimbursement for client visits

Job Type: Full-time

Pay: $30.00 - $40.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Work Location: In person