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Payroll Customer Account Manager

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Summit One Source

Payroll Customer Account Manager

Concord, NC
Full Time
Paid
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  • Responsibilities

    Job Description

    SUMMIT ONE SOURCE IS A COMPETITIVE PROVIDER OF DIVERSIFIED HUMAN RESOURCES SOLUTIONS FOR SMALL TO MIDSIZE BUSINESSES. OUR OBJECTIVE IS TO BE AN AGGREGATOR OF BUSINESS PRODUCTIVITY BY EMPOWERING OUR CLIENTS TO STREAMLINE THEIR HR FUNCTIONS TO ONE STRATEGIC PARTNER AND PERMITTING THEM TO FOCUS ON OPERATING AND GROWING THEIR BUSINESSES. SUMMIT ONE SOURCE PROVIDES A FULL RANGE OF WORKFORCE MANAGEMENT SOLUTIONS TO HELP ORGANIZATIONS WITH THEIR MOST VALUABLE ASSET: THEIR EMPLOYEES. OUR HR SOLUTIONS AND TECHNOLOGY INCLUDE FEATURES SUCH AS COVID-19 SOLUTIONS, HR CONSULTING, COMPLIANCE TECHNOLOGY, REMOTE WORKFORCE SOLUTIONS, PAYROLL SERVICES, BENEFITS SOLUTIONS, RECRUITING AND EMPLOYEE ONBOARDING, AS WELL AS WORKFORCE MANAGEMENT. SUMMIT ONE SOURCE IS CURRENTLY OPERATING IN ALL 50 U.S. STATES, PUERTO RICO, AND GUAM AND HAS A SKILLED EXECUTIVE TEAM, WITH OVER 80 YEARS' EXPERIENCE COMBINED.

    JOB SUMMARY/OVERVIEW

    • Work to resolve general client issues related to payroll and other platforms or services.
    • Control open cases to confirm problem resolution in reasonable amount of time, while providing clients and partners regular status updates and expected resolution dates.
    • Prioritize work to ensure timely, effective, efficient, and economic delivery of services.
    • Document customer interaction in the CRM system.
    • Stay informed of payroll and compliance practices.
    • Ensure proper triage, escalation and effective resolution of more complex inquiries to the appropriate Management.
    • Responsible for taking initiative and action towards professional development.
    • Responsible for contributing to overall customer retention.
    • Responsible for meeting established key performance factors as identified by management.
    • Deliver accurate and appropriate information in a professional, friendly and kind manner offering a positive customer experience.
    • Other projects and responsibilities may be added at the manager's discretion.

    RESPONSIBILITIES

    • Support customer inquiries via email, phone, and chat.

    JOB QUALIFICATIONS

    • Education: Bachelor's degree desired; or equivalent education/work experience
    • Minimum 2 years of customer service and/or payroll experience.
    • Excellent customer service skills.
    • Learn to manage Summit One Source solutions in order to resolve client concerns and/or issues.
    • Strong time management skills.
    • Strong verbal and written communication skills.
    • Ability to independently resolve issues.
    • Knowledge and strong understanding of Summit One Source's solutions, processes and system capability or limitations.
    • Ability to maintain confidentiality of corporate data.
    • Knowledge of and ability to explain and provide guidance on clients' payroll, benefit billing, reporting and best practices in operations.
    • Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities.
    • Must work well within a team.
    • Cooperation with others in pursuit of company goals.

    Knowledge Technologies:

    • High level of proficiency with Microsoft Office applications.
    • Fluency in English, bilingual a plus.

    Training Requirements (licenses, programs, or certificates):

    • FPC/CPP preferred

    WORK ENVIRONMENT/OTHER INFORMATION (TRAVEL REQUIRED, PHYSICAL REQUIREMENTS, ON-CALL SCHEDULES, ETC.)

    • Remote work environment.
    • Minimal travel required.
    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Please Note: Summit One Source reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity. Summit One Source is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact slynch@summitonesource.com to request such an accommodation.