Provide client payroll research and resolution support

• Provide accurate information for payroll and tax-related issues
• Resolve client concerns relating to payroll related questions and systems issues
• Recognize when an issue must be escalated to another area for resolution
• Work closely with other departments, e.g., tax and accounting, to assist in resolving cases
• Offer assistance with team members to help resolve cases
• Follow up and follow through with clients on existing open cases
• Work with clients to resolve exception issues
• Continue to work with client until it is determined that client clearly understands the solution provided
• Respond and reply to client emails daily
• Provide quality service

Provide payroll system support and remote user training

• Provide client training by internet as necessary by periodically explaining how to use the web-based services
• Train clients on the correct procedures to use to prevent repeating the exception
• Explaining the benefits of additional reports and products that the client does not use

Drive client retention through client relationship management

• Participating in designated client calling and other retention-oriented programs
• Facilitate activities to improve client satisfaction and retention
• Review the major issues with their managers
• Call clients on a proactive basis to facilitate proactive client service
• Call clients listed on target reports
• Perform local client visits as needed to add value and build client relationships

Maintain industry and functional expertise

• Keep abreast of the Company's services, system and software changes
• Maintain understanding of changes in wage and tax law

Support cross-functional client service delivery activities

• Assist the Implementation Department to transition new clients to Customer Service
• Attend weekly department meetings and monthly company-wide meetings
• Maintain a team orientation in dealing with fellow associates

Manage data and information for timely and accurate reporting

• Complete accurate and timely documentation of all calls handled

Manage timely execution of daily payroll activities

• Input, audit and process 10 - 20 payrolls daily
• Review Weekly Payroll Exception Report

Manage a dynamic schedule with multiple priorities

• Multi-task between phone calls, emails, data entry, etc. in support of clients' needs
• Respond and reply to 25 - 100 misc. emails daily