Job Description

Job Description

Job Description

Client Support Specialist I - isolved

Paragon Payroll is a leading national provider of payroll, compliance, and HR solutions for businesses of all sizes. Designed and packaged to each client's needs, our comprehensive offering includes payroll processing; tax and wage garnishment administration; timekeeping; job/applicant tracking and digital onboarding; HRIS; and benefit administration. Our extensive partner network provides unparalleled access to a wide choice of integrated solutions for group health benefits; 401(k); and pay-as-you-go workers compensation programs. Customized, attentive, and responsive customer service is our working methodology for success and distinguishes us in the industry.

At Paragon our mission is to provide top notch experiences for our customers. We know that no two businesses are the same and our comprehensive Human Capital Management Solutions address the unique needs of our customers and employees.

What you'll Do

As a Client Support Specialist, you will provide exceptional customer support to an assigned client base. You will be responsible for managing and resolving day-to-day Payroll, HR, Benefit, Timekeeping, and technical support issues. Work will be completed via call center and email ticket environment. This is a remote non-exempt position.

Responsibilities:

• Provide exceptional customer service to assigned client base
• Establish and maintain a positive working relationship with clients and coworkers
• Proactively work with internal departments as needed to provide seamless support and resolve client issues
• Process HR, Benefit, Timekeeping and Payroll changes for client base as needed
• Configure and maintain client accrual policies, earnings, memo, and deduction codes
• Audit and process high volume payroll for full-service clients
• Perform all account management duties including strengthening relationships with various HR stakeholders
• Communicate in a professional and positive manner with clients and co-workers via phone, email, and in person
• Monitor payroll application job queue
• Manage and maintain client communication and documentation
• Provide accurate and timely communication for any outstanding issues or escalations
• Maintain and update client information in system
• Work with clients to clearly identify current and potential issues
• Receive and resolve incoming support issues via phone and ticket queues
• Escalate issues and incidents as needed to appropriate team members or leadership
• Participate in quarter-end and year-end work
• Proactively communicate any service issues with client
• Develop and maintain positive business relationships with both internal and external clients
• Keep up to date on company products, partnerships, and offerings in order to recommend product or services that would benefit the client
• Occasional long or irregular hours
• Work Hours will be 8-5 CST
• Other duties as assigned

Key Competencies:

• Exceptional customer service skills
• Exceptional time management and organization skills
• Ability to work independently and with a team
• Excellent communication skills - written and verbal
• Strong analytical, problem-solving, and decision-making skills
• Demonstrated ability to influence and establish positive working relationships across the origination
• Excellent attention to detail and accuracy
• Ability to manage multiple priorities and deadlines.
• Ability to anticipate client needs based on industry knowledge
• Comfortable working in a fast-paced environment
• Ability to be resourceful, proactive, and seek assistance as needed
• Ability to properly handle confidential information
• Ability to work independently from home

Required Qualifications:

• Minimum 2 years previous customer service experience
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• 1 year payroll or HR experience utilizing isolved HCM

Desired Qualifications:

• 2 years experience using or supporting isolved HCM
• 2 years' experience working in the Payroll/HR industry including any of the following:
  • Experience with other HCM systems such as isolved, Millennium, Worklogic, ADP Workforce Now, or Kronos
  • Experience with Time and Attendance such as Payentry or Swipeclock
  • Experience with processing high volume Certified and/or Union Payroll
  • Service bureau experience (processing/supporting multiple clients)
  • Multi-FEIN payroll processing experience
  • Multi-State payroll processing experience

This job description is not intended to be all inclusive; the Client Support Specialist also performs other reasonably related business/job duties as needed. Paragon may revise job duties and responsibilities as required to ensure that every member succeeds.

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