Lead Client Services Ops - Growth

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.

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!

In-Office: This is a 100% in-office role based at our Rochester, NY 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 Client Services Team Lead will provide leadership, coaching, training, and mentoring to the Client Service teams to ensure Paylocity’s clients are both satisfied and retained long term. The Team Lead will provide regular feedback to the Account Managers on areas of improvement and opportunities for success. The Team Lead will be instrumental in assisting the Client Services Managers by providing feedback on staff performance, client issues, and actions needed to improve the department while maintaining client service success. The Team Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive promotion of a job well done. The Team Lead will be looked upon to deliver various trainings to our Service teams to ensure they are knowledgeable on Paylocity’s product offerings. To achieve this the Team Lead must have a complete understanding of Paylocity’s service standards, policies, and procedures.

Primary Responsibilities:

• Facilitate ongoing trainings with the service team to which they are assigned to.
• Conduct routinely scheduled side-by-sides with Account Managers to discuss performance, task assignments, general support and provide coaching.
• Mentor and Coach teams to exceed customer service provided to clients.
• Identify areas of improvement and provide effective feedback to the Account Managers to improve client satisfaction and the overall training process.
• Partner with Managers in employee related performance/professional conduct actions.
• Onboard new hires and integrate into the team.
• Work as an internal resource to ensure escalated client issues are addressed in a timely manner.

Required:

• Minimum 1 year experience at Paylocity (For internal candidates).
• Minimum two years’ experience in customer service or a client interfacing role.
• Computer skills, including Windows and MS Office programs.
• Ability to train groups and present in a clear, concise and digestible manner.

Preferred:

• Experience as a Paylocity Account Manager.
• Demonstrated project management experience within HCM/Payroll space.
• Demonstrated leadership experience.
• Demonstrated experience utilizing Client Services Dashboards within Salesforce/Power BI
• Experience in a payroll service bureau.

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 [email protected]. 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. 

This role can be performed from any office in the US. The pay range for this position is $59,600 - $85,600/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to 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 www.paylocity.com/careers.