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Payroll Customer Service Specialist

Summary: Heartland Payroll, a division of Global Payments, delivers the industry?s most comprehensive packages of reliable, value-added payroll and human resource solutions to thousands of small to mid-sized companies nationwide. We are currently offering an excellent opportunity to join a fast-growing, customer service driven company that is revolutionizing payroll services.


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In this position, you will join a team of rock star professionals who are responsible for ensuring every client interaction is a world class experience. This is a fast-paced, challenging, fun and supportive environment with an extensive on-the-job training program. ?Heartland offers a competitive compensation and benefits package with significant growth potential for client focused individuals.





  • Maintains an assigned base of payroll clients with various pay weekly, bi-weekly, semi-monthly, and monthly pay frequencies



  • Provides client customer support by being in the phone queue



  • Manage team member?s client base when necessary



  • Provides exceptional customer service support and resolves client issues and concerns timely



  • Effectively manage critical relationships between all channels to improve client retention



  • Competent in describing the various reports and products available via software to clients



  • Collaborate with other divisions/departments as first point of contact to filter and convey relevant information to client regarding compliance or miscellaneous initiatives



  • Establishes and maintains a positive working relationship with clients focused on partnership and common objectives



  • Proficient at client situation de-escalation and appropriately identify possible Payroll Supervisor engagement


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  • Begin learning how to troubleshoot and problem solve situations that arise



  • Ability to learn and maintain a working knowledge of the Payroll Software



  • Interacts with client base via telephone, fax, and/or e-mail to obtain payroll data including hours worked, salary adjustments, special payments and employee deductions



  • Accurately keys all payroll related data necessary to process client payrolls timely by deadline



  • Facilitate, collaborate and coordinate with all departments for seamless and worry free processing to maintain positive client experiences



  • Basic understanding of ancillary product setup



  • Work effectively as part of a team for the greater good of the business, with a strong sense of urgency, punctuality and reliability to meet internal and external targeted goals daily



  • Attend training department classes for new hire training (30, 60, 90-day plan) and ongoing payroll training throughout the year.



  • Initial exposure to usage of WIKI library and all related resources and documents ?



  • Other administrative and clerical tasks as assigned or requested



Requirements:


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  • Work ethic inspired by integrity, accountability, responsibility, commitment and peer respect



  • Detail oriented, with ability to focus on and comprehend numerical and financial data



  • Customer-service oriented, excellent phone and email etiquette required



  • Ability to work under time constraints and maintain daily schedules to ensure client?s payroll needs are met



  • Excellent Analytical and Problem-Solving skills



  • Ability to multi task; simultaneously interacting with clients as well as ?internal customers and associates



  • Ability to work independently as well as part of a team



  • Strong organizational and communication skills



  • Comfortable in Windows PC environment with accurate data entry/keyboarding skills



  • Proficient in Microsoft Excel, Word, and Outlook



  • Articulate, able to communicate professionally and confidently in both verbal and email conversations





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