Job Description
Job Description
Payroll HCM Customer Service Representative (CSR)
About Ace Workforce Technologies
Ace Workforce Technologies provides businesses with a complete human capital management solution inclusive of applicant tracking, payroll processing, time and attendance, human resources management, benefits administration, pay per cycle worker's compensation, learning management and employee engagement tools.
We are renowned for providing excellent customer service and we have the long-standing relationships to prove it.
The position of a Customer Service Representative (CSR) serves as an integral component to Ace. This frontline position is primarily responsible for providing high touch customer service, communicating effectively -both orally and in written form with clients, performing payroll processing (mastery in working with numeric data and making arithmetic calculations rapidly), and HCM system support .
A CSR is comfortable utilizing and speaking technology, is a multi-tasker by inputting, setting up payroll deductions, earnings, garnishments, levies, and generating reports.
The CSR will establish and maintain effective working relationships with accountants, bookkeepers, insurance brokers, HR professionals and other professional contacts of client influence.
From our offices in Melville, New York; Reno, Nevada; Chandler, Arizona; and Boca Raton, Florida, Ace Workforce Technologies serves tens of thousands of employees in Manufacturing, Transportation, Banking, Construction, Education, Healthcare / Homecare, Hospitality, Professional Services, Real Estate / Real Estate Management, Retail, Restaurants, and in Technology.
What You Will Be Doing
- Create a trusted and knowledgeable CSR relationship with your assigned client list
- Assist assigned client list with all aspects of payroll processing and accurately and timely prepare all payroll transmissions
- Analyze, research, record (in the Ace CRM) and resolve client adjustments, additions, issues, and concerns in a timely manner.
- Train and continuously promote on-line payroll including how to create / generate electronic payroll reports, usage of general ledger interface, and employee self- service where applicable
- Client troubleshoot in conjunction with Software Specialist, Time and Attendance and HRIS related platform questions.
What We are Looking for as a Member of the Team
Communication and Customer Service Skills
- Professional and proactive communication with clients and with the Ace internal team
- Maintain a composed disposition under time sensitive requests, and in client learning scenarios for each client comes with a different level of knowledge
- Ensure a high client retention rate through quality service and follow up
- Drive client success by maximizing their value of Ace system services. Ask how they are using the system service and where can they improve their performance
- Be able to share cultural values of the company
Training Skills
- Proactively and willing participate in continuous professional development through soft skills development, software training, and subject matter training
- Keep abreast of Ace's 3rd party market services through partners to refer to clients as needed, Software system changes, Payroll and HR industry compliance changes and trends, and Payroll Law
Requirements
- CPP or FPC certification is a plus
- Previous HCM service bureau experience is a plus but not required
- Familiarity with multi-state payroll laws regarding taxes, and garnishments is a plus
- Experience in payroll and customer service
- Excellent communicator (verbal and written) and listener
- Excellent organizational and time management skills with impeccable attention to detail
- Must possess and exhibit a strong customer service orientation that is trustworthy with a dedication to confidentiality
- Ability to be flexible, work under pressure and to be confident in working with numbers and technology
- BS Degree or equivalent
What you will Enjoy
- A competitive salary with a bonus structure
- Health insurance, 401k with match and benefits
- Professional Enrichment Training : iSolved Software Training, Fundamental or Certified Payroll Certification, and Customer Service Training
- We have a program designed with your success in mind. We're looking for intelligent, hard-working, and ethical individuals that will appreciate a well-coached path to a rewarding career
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