Client Services Supervisor - AZ, GA - On Site

Client Services Supervisor

The Client Services Supervisor is responsible for delivering exceptional client support through accurate payroll processing, proactive relationship management, and effective issue resolution. This role serves as a trusted advisor to clients, ensuring they fully utilize payroll and HRIS platforms, receive timely and compliant payroll services, and experience seamless coordination between internal teams.

Essential Duties and Responsibilities:

• Coordinate client user setups and deliver training on web-based payroll systems, custom reporting tools, LMS platforms, and service portals.
• Provide ongoing education to ensure clients can fully leverage system capabilities and self-service tools.
• Build, maintain, and strengthen relationships with clients, internal partners, brokers, and cross-functional teams through proactive outreach and needs-based service recommendations.
• Identify at-risk clients and lead proactive retention strategies in partnership with internal teams, business consultants, and key stakeholders to ensure long-term satisfaction and renewal.
• Act as a primary liaison between clients and internal operations to ensure seamless service delivery aligned with departmental SOPs.
• Manage, track, and escalate client issues through multiple communication channels, including case submissions via Client Space and coordination with internal departments for timely resolution.
• Handle payroll tax notices, ensuring appropriate escalation and driving resolutions to completion.
• Troubleshoot and resolve complex payroll and HRIS issues affecting clients and employees.
• Process payroll for a diverse and growing client base in accordance with federal, state, and local regulations, as well as company policies.
• Import and validate new-hire files and time-sheet data to support accurate payroll runs.
• Review and calculate pay related to new hires, promotions, transfers, status changes, and other employment events.
• Calculate and process final pay for terminated employees in compliance with applicable state laws.
• Perform accuracy checks and reconciliation to ensure timely and error-free payroll execution.
• Prepare off-cycle payrolls and manual checks when required.
• Make necessary payroll entries or uploadsincluding adjustments, incentives, and additional hoursafter obtaining proper approvals and supporting documentation.
• Assist with the setup of new payrolls, client accounts, and new company onboarding within payroll systems.
• Onsite client implementations as needed.
• Respond to HRIS and payroll inquiries with a high level of accuracy, professionalism, and urgency.
• Domestic travel may be required occasionally to attend team onsite meetings, customer events, industry conferences, and training sessions. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation.
• Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement.

Marginal Functions:

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Suggesting updates or improvements to the internal knowledge base.
• Leverage strong partnerships with internal teams including operations, payroll tax, HRIS, and client support to resolve issues, improve service delivery, and support ongoing client needs.
• Participate in continuous improvement initiatives and communicate client insights that support process enhancements.
• Complete projects and other duties assigned by the manager

Knowledge, Skills, and Abilities:

• Thorough understanding of customer service best practices, ensuring consistent delivery of high-quality support across all interactions.
• Highly skilled in documentation and note-taking, capturing detailed and accurate records during live communications for effective follow-up and resolution.
• Exceptional data entry abilities, with a strong focus on speed, precision, and attention to detail.
• Performs well under pressure, maintaining composure and adaptability while working with a variety of personalities and in fast-paced environments.
• Demonstrates a strong commitment to providing exceptional support to both internal teams and external clients, with a focus on responsiveness, professionalism, and problem-solving.
• Maintains high levels of organization and attention to detail.
• Follows through on tasks reliably and ensures accuracy in documentation and communications.
• Capable of handling a high volume of tasks while adhering to established policies, procedures, and strict deadlines.
• Maintains composure and productivity in a fast-paced environment.
• Able to read, interpret, and analyze written information to identify issues, draw conclusions, and support decision-making.
• Communicates clearly and professionally in both written and verbal formats.
• Handles sensitive and confidential information with discretion, maintaining compliance with privacy standards and organizational policies.

Education & Experience:

• High School Diploma or minimum of two (2) years' experience in a professional office environment; prior experience in customer service, payroll, taxes, benefits; or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Experience in the staffing industry and staffing software ATS/CRM (Aqore, Avionte, etc) is preferred.

Required Licenses and/or Certifications:

• None

Physical, Mental, & Communication Demands:

Physical Demands:

• Sedentary Work: Primarily involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility: Occasional movement within the office to retrieve documents, access equipment, and collaborate with team members.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.
• Travel: Occasional travel may be required for meetings, site visits, or leadership sessions.

Mental Demands:

• Analytical Thinking: Ability to review, interpret, and analyze payroll, HRIS, tax, and client data to identify discrepancies, troubleshoot issues, and determine appropriate resolutions.
• Attention to Detail: Requires sustained concentration and accuracy when processing payroll, reviewing employment changes, validating data imports, and maintaining client records.
• Problem-Solving: Regularly evaluates complex client situations, payroll issues, and system challenges to develop effective and compliant solutions.
• Decision-Making: Exercises sound judgment when prioritizing client needs, escalating concerns, resolving service issues, and ensuring compliance with policies and regulations.
• Multitasking: Ability to manage multiple client accounts, projects, inquiries, deadlines, and priorities simultaneously in a fast-paced environment.
• Adaptability: Responds effectively to changing client needs, regulatory requirements, technology updates, and business priorities.
• Stress Management: Maintains professionalism, focus, and productivity while working under deadlines, managing escalations, and handling sensitive payroll and client matters.
• Confidentiality: Requires discretion and sound judgment when handling sensitive employee, payroll, tax, and client information

Communication Demands:

• Verbal Communication: Frequent interaction with clients, employees, vendors, and internal teams to provide guidance, resolve issues, conduct training, and communicate service-related information.
• Written Communication: Ability to prepare and review emails, case documentation, reports, training materials, and payroll-related communications with a high degree of accuracy and professionalism.
• Presentation & Training: Conduct training sessions, onboarding meetings, system demonstrations, and client education activities for individuals and groups.
• Active Listening: Ability to effectively gather information, understand client concerns, identify needs, and respond appropriately to inquiries and service requests.
• Interpersonal Skills: Build and maintain productive working relationships with clients, internal departments, brokers, business partners, and stakeholders.
• Conflict Resolution: Address client concerns, manage escalations, and facilitate solutions using professionalism, diplomacy, and sound judgment.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity