Customer Service Representative - Paylocity

Customer Service Representative (Office and Administrative Support)

Overview

The Customer Service Representative plays a crucial role in ensuring customer satisfaction and retention for our organization. As the first point of contact, this position is integral in fostering positive customer relationships and addressing inquiries or concerns with professionalism and efficiency. This role supports both the administrative and operational functions associated with customer interactions, making it essential for maintaining the overall image and effectiveness of our service delivery.

The ideal candidate will be customer-focused, adaptable, and skilled in managing various tasks simultaneously. They will be responsible for bridging the gap between customer needs and the solutions provided by the organization, ensuring all correspondence is handled promptly and accurately. A Customer Service Representative contributes significantly to the company's reputation and success by creating a welcoming environment, solving customer issues, and providing helpful information about our products and services. This position requires a proactive approach to improving service delivery processes.

Key Responsibilities

Handle incoming customer inquiries via phone, email, or chat.

Provide accurate information regarding products, services, and policies.

Resolve customer complaints in a timely and professional manner.

Maintain customer records by updating account information.

Process orders, forms, applications, and requests efficiently.

Collaborate with relevant departments to ensure customer issues are addressed.

Follow up with customers to ensure satisfaction after issue resolution.

Track and report customer feedback for service improvement.

Stay updated on company products and services to provide accurate information.

Assist in training new staff on customer service protocols.

Participate in team meetings to discuss performance and strategies.

Help maintain a clean and organized workspace.

Identify opportunities for upselling additional products or services.

Conduct surveys to gather customer feedback on services.

Adhere to company policies and procedures for customer interactions.

Required Qualifications

High school diploma or equivalent; associate degree preferred.

Proven experience in a customer service role.

Strong computer skills, including proficiency in Microsoft Office.

Excellent verbal and written communication skills.

Ability to handle challenging customer interactions with grace.

Familiarity with CRM systems and practices.

Strong attention to detail and organizational skills.

Able to work under pressure while maintaining professionalism.

Knowledge of office administrative procedures is a plus.

Experience in data entry and record keeping.

Flexible to work varying shifts as needed.

Ability to work collaboratively in a team environment.

Strong analytical skills for problem-solving.

Willingness to learn and adapt to new processes.

Customer service certification is a plus.

Basic knowledge of the industry and market trends is advantageous.