Customer Service Agent I (CSM - Payroll)

Company: SYKES - US Center ( Learn More )

General Information
US-FL-DeLand
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description Customer Success Builder – Data Entry

Customer Success Builders are responsible for taking all the information that the Onboarding Specialist has gathered for an account and “build” the account in our software. This role is heavily weighted in back-end data entry and balancing requirements. Customers are only able to run payroll after this data is complete and meets specified qualifications.  

Responsibilities:

  • Data entry accuracy to minimize downstream impact to partners.
  • Identifies issues with payroll history to work with Onboarding Specialist and solve for customers.
  • Successfully work with internal partners to identify and address any issues that will delay first payroll.
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
  • Clear and concise case documentation in shared database.
  • Handles multiple tasks, switches priorities and focuses as needed.
  • Qualifications:

  • 2+ years accounting, bookkeeping, financial and payroll knowledge experience with an emphasis on providing excellent service in a customer care role in banking, financial, or accounting role is highly desired
  • Bachelor's degree is preferred with technical or computer background
  • Strong computer skills and ability to learn company products, techniques and processes quickly in training environment and can transfer learning to work environment
  • Excellent problem-solving skills and the ability to learn Intuit products
  • Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities daily.
  • A commitment to personal high standards proven by the desire and ability to contribute to team and company goals
  • Excellent analytical skills, ability to determine from a complex set of variables how to resolve issues
  • Excellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and email
  • WPM of 65 or higher
  • High school diploma or GED is required.
  • Customer Success Onboarding Specialist

    Customer Success Onboarding creates life-long customers by delivering a delightful customer-obsessed experience, dramatically increasing active use and revenue growth. We employ an engaged and relational account ownership model to manage customers through the lifecycle of account acquisition, activation and adoption.

    Responsibilities:

  • Effectively manage a pipeline of customers throughout the onboarding process with ease and efficiency.
  • Proactively communicate with customers via phone and email to gather necessary information as well as to keep them informed of account status and ensure they are on track to reach their first payroll goal.
  • Successfully work with internal partners to identify and address any issues that will delay onboarding.
  • Promptly respond to all customer and internal communications, following up as needed to confirm requested action was taken and effectively addressed.
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
  • Ensure active use and customer success by walking customers through their first payroll including educating them on product features, benefits and tools as well as available resources.
  • Seamlessly transition customers to our Care team following a successful onboarding.
  • Clear and concise case documentation in knowledge share database.
  • Handles multiple tasks, switches priorities and focuses as needed.
  • Qualifications:

  • 2+ years accounting, bookkeeping, financial and technical support experience with an emphasis on providing excellent service in a customer care role in banking, financial, or accounting role is highly desired
  • Bachelor's degree is preferred with technical or computer background
  • Strong computer skills and ability to learn company products, techniques and processes quickly in training environment and have the ability to transfer learning to work environment
  • Excellent problem-solving skills and the ability to learn Intuit products
  • Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis
  • A commitment to personal high standards proven by the desire and ability to contribute to team and company goals
  • Excellent analytical skills, ability to determine from a complex set of variables how to resolve issues
  • Excellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and email
  • High school diploma or GED is required.
  • Job Requirements