Remote Customer Advocate – Payroll (Work from Home/Remote Jobs Hiring)

Customer Advocate – Benefits

Remote – Work from home 

Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there’s never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you!

Job Summary

The Customer Advocates will work through our queues to help support and empower our customers as they come to us seeking guidance in navigating our products. They are also expected to act as an advocate for Paycor by ensuring that our customers receive top notch service every time. Launching a career at Paycor as a Customer Advocate allows for meaningful and challenging work that sets associates up for elevated career growth and advancement.

Essential Duties and Responsibilities

Support customer interactions performing basic functions within the Perform application in a team setting in a contact center environment
Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customer questions
Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.

Monitor the Perform system and proactively identify actions needed to correct issues as they arise.
Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party
Follow defined process to escalate items as needed
Document and manage cases within applicable systems by reviewing, updating, and closing daily
Leverage resources for troubleshooting solutions to client questions

Prioritize a variety of tasks for quarter end and year-end processing and reporting
Must be able to meet or exceed expectations with schedule adherence
Meet or exceed productivity goals including case closure while balancing quality of each interaction
Monitor pay planner and update scheduled payroll dates accordingly – Only PPS
Attend internal meetings and huddles as scheduled
Other duties as assigned

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

Bachelor’s degree preferred or 4 years equitable business experience required
1-2 years supporting customers via phone
1-2 years of multi-channel customer service experience

1-2 years of prior customer facing HCM or Paycor experience is a plus
Proven excellence in customer service and relationship building skills required
Effective organizational skills proven in a fast-paced, service-oriented position

Familiarity with HCM software, including the ability to troubleshoot software configurations
Ability to interface with multiple departments, multi-task, think on your feet and work independently
Strong interpersonal, verbal and written communication skills
Excellent understanding of Operating Systems and MS Office products
Prior experience transferring knowledge to others in training environment or virtually; utilizing on-line tools such as Zoom, Go To Meeting or Skype preferred

Ability to effectively solve problems by balancing detailed questions with creative solutions
Project management experience preferred
Adherence to schedule and role assignments to ensure timely responses

Paycor Total Rewards

Paycor has an exciting, growth-focused culture, and we pride ourselves in providing best-in-class benefits to take care of our people. Some of our most popular benefits include:

A flexible virtual-first work philosophy
401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
Three medical plan options – including one with $0 cost to Associates
Our Employee Stock Purchase Plan, which enables you to buy PYCR stock at a discount

We also offer competitive compensation based on your education, experience, and training. For more information about our total rewards, please visit www.mypaycorbenefits.com.

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request via email to ColoradoCompensation@paycor.com.