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Company

Paycor · 3 hours ago

Customer Advocate - Payroll, Phone

United States

Full-time

Remote

Entry Level

$16.05/hr - $25.70/hr

1+ years exp

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Responsibilities

Support customer interactions performing basic functions within the Perform application in a team setting in a contact center environment

Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customer questions

Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.

Monitor the Perform system and proactively identify actions needed to correct issues as they arise.

Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party

Follow defined process to escalate items as needed

Document and manage cases within applicable systems by reviewing, updating, and closing daily

Leverage resources for troubleshooting solutions to client questions

Prioritize a variety of tasks for quarter end and year-end processing and reporting

Must be able to meet or exceed expectations with schedule adherence

Meet or exceed productivity goals including case closure while balancing quality of each interaction

Monitor pay planner and update scheduled payroll dates accordingly - Only PPS

Attend internal meetings and huddles as scheduled

Qualification

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HCM softwareRelationship buildingMulti-channel customer servicePaycor experienceOperating SystemsMS OfficeTraining experienceZoomGo To MeetingSkype

Required

Bachelor’s degree preferred or 4 years equitable business experience required

1-2 years supporting customers via phone

1-2 years of multi-channel customer service experience

1-2 years of prior customer facing HCM or Paycor experience is a plus

Proven excellence in customer service and relationship building skills required

Effective organizational skills proven in a fast-paced, service-oriented position

Familiarity with HCM software, including the ability to troubleshoot software configurations

Ability to interface with multiple departments, multi-task, think on your feet and work independently

Strong interpersonal, verbal and written communication skills

Excellent understanding of Operating Systems and MS Office products

Ability to effectively solve problems by balancing detailed questions with creative solutions

Adherence to schedule and role assignments to ensure timely responses

Preferred

Prior experience transferring knowledge to others in training environment or virtually; utilizing on-line tools such as Zoom, Go To Meeting or Skype preferred

Benefits

A flexible virtual-first work philosophy

An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth

401(k) with $.65 match for every dollar contributed up to 6% of eligible pay

Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)

Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care

Paid leave for birth parents, non-birth parents, elder caregivers, and military support

Sabbatical opportunities for tenured Associates

Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount

Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges