Customer Service Representative (Olean, NY)

Position Summary

Customer Service is essential to what “Payroll Country” is all about. Our new Customer Service Representative will join an award-winning team of professionals that takes ownership of exceeding the expectations of every client, every time, without exception. That entails everything from taking meticulous care to make sure payroll data is entered accurately and on-time, to researching and executing informed solutions to a myriad of client concerns, to simply checking in with clients to ensure their satisfaction. Without customers, there is no Complete Payroll. So, in essence, every function of the CSR position is related to client retention. The ideal candidate will be an effective written and verbal communicator, will thrive in a team environment, can manage stressful situations and tight deadlines and, most importantly, will be someone that everyone in Payroll Country loves working with!

Reports to: Customer Service Manager

Office: Olean, NY

Essential Functions

• Input payroll data as called in by clients in an accurate and timely fashion
• Respond to all clients inquires.
• Researching and resolving client concerns relating to payroll and tax matters, systems issues, and support of client input or output transmission issues.
• Participating in designated client calling and other retention oriented programs.
• Keeping abreast of software changes, major changes and trends in the PC industry, and changes in wage and tax law.
• Being accountable and responsible for all aspects of quality service for clients.
• Contacting and assisting clients in the process of obtaining information for payroll production and tax-related issues — verifying totals, responding to and resolving client questions and problems.
• Contacting clients daily to obtain payroll data including salary adjustments, special payments, tax allocations, and employee deductions, and to set schedules.
• Keying all payroll-related data necessary to process and meet appointment schedules. Maintaining client files.
• Maintaining a high rate of client retention by delivering quality customer service.
• Providing client training as necessary by periodically explaining the benefits of additional reports and products that the client does not use.

Non Essential Duties

• Miscellaneous duties and Special projects as assigned by management.

Minimum Qualifications (Knowledge, Skills and Abilities)

• High School diploma or equivalent.
• Payroll knowledge is a plus.
• Data entry-keyboard experience.
• 1+ years Customer Service experience.
• Proficiency in Windows PC environment (MS Word, Excel and Power Point).
• Ability to communicate clearly, concisely and effectively both orally and in writing.
• Experience working with Teams to make recommendations for changes, improvements and enhancements to management. 

Who We Are

Complete Payroll is a family owned business that has been providing payroll, timekeeping and HRIS solutions to local businesses (across 49 states) primarily in WNY for over 25 years.  We pride ourselves on the fact that we have 3 times the amount of employees on the service end than the sales end. We are focused on ensuring that our clients know who is handling their payroll and feel like they can get answers when they need them.  We know that not every solution that we provide to our clients should be the same, so we focus on only providing the services that they need. We have a team of dedicated transition specialists to welcome every single client on board and ensure that their experience with our company is seamless and hassle free right from the start.  Most importantly, we provide each client with one single customer service representative to work with every step of the way, not a call center. This is why we are proud to say that we have been able to retain over 90% of our client base consistently. Our Account Executives don’t answer customer complaints or billing issues all day long because frankly, we don’t have many.