Chat Service Representative

Job Type Full-time Description 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. In‑Office 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 escalates when necessary. Client focus: Create rapport, convey appropriate sense of urgency and tone, understand the question, and ensure effective interactions, guides, and client instructions. Ability to multitask in multiple systems, communicating with up to three chats at a time. Timely solution delivery: Meet key internal client service metrics including availability, client retention, leveraging 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 Bachelor’s degree Experience in customer service or previous client‑interfacing role Proficiency in Microsoft Office suite Ability to coordinate, prioritize, and execute multiple tasks simultaneously Ability to ask probing questions General support of client services as needed across all segments (Emerging, Majors and Executive) Preferred Qualifications Average typing speed 65+ words per minute Minimum of 8+ months experience as a PCTY account manager CPP, FPC, APA, and/or SHRM-CP certified Experience in payroll and/or call center environment Proficient in Excel Physical requirements: Ability to sit for extended periods (typically 7‑8 hours a day), operate a computer, use phone systems, and type. Includes using multiple software programs and inquiries simultaneously. Equal‑Opportunity Employer Paylocity is an equal‑opportunity employer. We commit to 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. Compensation and Benefits Base pay: $23–$28 per hour (actual pay varies with experience and skill). Full range of benefits included. Pay transparency information is provided per state and local laws for the location of this position. #J-18808-Ljbffr Tensec