Summary/objective
isolved Customer Service Representatives contribute to a positive work environment that is entrepreneurial and high performing. A Customer Service Representative works within a team and is responsible for all aspects of HCM support and quality service for our direct clients.
Core Job Duties
- Maintains a high rate of client retention through superior customer service, assisting assigned client base with all components related to payroll processing
- Responsible for accurate and timely completion of all processing tasks
- Establish and maintain a positive working relationship with clients and coworkers to promote a quality service image
- Research and resolve payroll and Human Capital Management related questions, concerns, and problems for clients in a friendly, and timely manner
- Handles a high volume of telephone and email correspondence
- Maintains organizational SLAs for phone calls and case resolution.
- Advises clients on how to fully utilize the Human Capital Management platform.
- Maintain current customer contact data in isolved platform and our internal CRM.
- Serve as mentor for CSR I and II.
- Assist in researching discrepancies, reporting between systems, completing adjustments, and resolves inaccuracies.
- Act as an advocate for the client experience.
- Subject matter expert in one or more isolved product.
- Call & case evaluations are consistently 80 or higher.
- Contribute to and be capable of leading a project team.
- Other projects as assigned
Job Complexity
- Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks
Interaction
- Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
Supervision
- Normally receives little instruction on daily work, general instructions on newly introduced assignments. Routine assignments are performed independently unless problems occur.
Experience
- Typically requires a minimum of 3 - 6 years of related experience.
Scope
Discretion
Minimum Qualifications
- Strong computer aptitude, which includes expertise with Microsoft Excel as well as experience with payroll and Human Capital Management platforms
- Ability to analyze data with particular attention to detail
- Excellent written, oral, and communication skills
- Strong customer service orientation and problem resolution skills
- Working knowledge of federal, state, and local payroll laws, wage and hour laws and best practices
- Excellent interpersonal skills
- Complete required training, University courses and course paths as defined for the Senior CSR role. (ex. Product Certification, Level 2 Course Paths)
- 3-6 years isolved Payroll Customer Support experience
Additional Preferred Qualifications
- CPP, FPC, or SHRM certification strongly encouraged
