Payroll Client Success Specialist

Howard Simon & Associates - Chicago, IL

Full-time

Chicago, IL

Professional, Scientific, and Technical Services

About the position

As a Payroll Client Success Specialist at Strongpoint Partners, you will play a crucial role in providing exceptional service to our clients by addressing their payroll-related inquiries and resolving issues efficiently. This position requires a service-focused individual with a comprehensive payroll background who can establish strong client relationships and deliver knowledge-based solutions. You will be responsible for managing up to 150 accounts, ensuring that each client receives timely and effective support. Your role will involve troubleshooting payroll software issues, maintaining up-to-date industry knowledge, and collaborating with the Client Service team on various projects and initiatives. In this position, you will support clients by responding to payroll-related questions via email and phone, ensuring a high level of customer service. You will need to establish and maintain a deep understanding of each customer's requirements and their evolving needs to ensure that the services provided meet their expectations. Handling escalated or complex payroll situations will also be part of your responsibilities, requiring you to communicate solutions confidently and effectively. The ideal candidate will have 3-5 years of comprehensive payroll provider experience, with certifications such as FPC or CPP being a plus. You should be prepared to work during peak seasons, particularly during the Thanksgiving week and from mid-December through the end of February. A strong enthusiasm for client service is essential, along with the ability to manage competing priorities and tasks. You will also need to demonstrate exceptional verbal and written communication skills, a strong computer aptitude, and the ability to learn new systems quickly. This role offers opportunities for professional growth and development within the company, making it an exciting position for someone eager to advance their career in payroll services.

Responsibilities

• Support clients with payroll related questions and resolve issues in a timely manner via email and phone.
• Establish and maintain a deep understanding of customer requirements and their changing needs.
• Handle escalated or complex payroll situations effectively.
• Manage up to 150 accounts through daily client interaction and relationship management.
• Troubleshoot payroll software issues and communicate solutions confidently.
• Maintain up-to-date industry knowledge and monitor changes in regulations.
• Assist with various department projects and client initiatives.
• Collaborate closely with the Client Service team and cross-departmentally on a variety of tasks.

Requirements

• 3-5 years of comprehensive payroll provider experience.
• FPC or CPP certification is a plus.
• Ability to work during busy seasons, particularly during Thanksgiving week and from December 15th through the end of February.
• Strong enthusiasm for client service.
• Ability to travel on-site to the Chicago-based home office within the first month for targeted training.
• Experience with payroll software, preferably Millennium, and ability to troubleshoot issues.
• Experience in providing client service to multiple levels of an organization.
• Ability to manage competing, high-priority tasks.
• Exceptional verbal and written communication skills.
• Strong computer aptitude, including expertise with Microsoft Excel and payroll software.

Nice-to-haves

• Eagerness to grow within the company and willingness to learn.
• Ability to be a self-starter and maintain a proactive approach to work.

Benefits

• Flexible Workplace
• Competitive PTO
• Inclusive Environment
• Development Opportunities
• Comprehensive Benefits
• Workplace Perks