Chat Service Representative

Chat Service Representative

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it's career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

This is a 100% in-office role based at our Meridian, ID location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The Chat Service Representative plays a crucial role in resolving client payroll and HR system challenges while simultaneously building and maintaining exceptional customer relationships. The ideal candidate will leverage their fundamental technical expertise to provide efficient and effective solutions to our clients. The Chat role works cross collaboratively with all Paylocity clients.

Primary Responsibilities

• Issue Resolution - Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
• Client Focus - baseline service level seen via Quality Assurance Assessments and Team Lead and Manager feedback including (1) creating rapport (2) appropriate sense of urgency and tone (3) understanding the question and (4) effective interactions, guides, and client instructions. Ability to multitask in multiple systems, communicating with up to three (3) chats at a time
• Timely Solution Delivery - meet key internal client service metrics including availability, client retention, leverage internal resources and SOPs.
• System Capability Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
• Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback, adapt behaviors as needed.
• Quality Control As needed, monitor queue and data entry validation as per SOP.

Education and Experience

Requirements

• Bachelor's Degree
• Experience in customer service or previous client interfacing role
• Proficiency in Microsoft Office suite
• Coordinate, prioritize, and execute multiple tasks simultaneously.
• Asking probing questions
• General support of client services as needed across all segments (Emerging, Majors and Executive).

Preferred

• Average words per minute typing speed 65+
• Minimum of 8+ months experience as an PCTY Account Manager
• CPP, FPC, APA, and/or SHRM-CP certified
• Experience in payroll and/or call center environment
• Proficient in Excel
• 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.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact View email address on click.appcast.io. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay range for this position is $23 - $28/hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via