Payroll Customer Support Representative

Excelforce; New York (NY); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

401(k) and 401(k) matching

Health insurance

Paid time off

Vision insurance

Job summary

A leading HCM software company in New York seeks a Customer Service Representative. The role involves providing tailored support for clients using payroll and HR software. Candidates should have at least 2 years of customer service experience, particularly in payroll, and demonstrate strong analytical and communication skills. This position offers health insurance and a 401(k) plan, emphasizing professional growth within a dynamic team environment.

Qualifications

• Minimum 2 years of experience in payroll or customer service.
• Strong analytical and detail-oriented skills.
• Ability to manage time effectively in a fast-paced environment.

Responsibilities

• Serve as the dedicated point of contact for clients.
• Respond to client inquiries via phone and email.
• Troubleshoot system issues and guide clients.

Skills

Payroll knowledge

Customer service skills

Analytical skills

Multitasking

Communication skills

Tools

UKG Ready

Job description

Overview

We are passionate about helping organizations manage their most important asset, their people. Our cutting-edge Human Capital Management (HCM) software supports businesses across the employee lifecycle, from recruitment and onboarding to performance management and payroll. As we continue to grow, we’re looking for a dynamic individual with deep expertise in providing world-class customer service experiences. We pride ourselves on personalized implementation and dedicated, white-glove support to help your business thrive. At Excelforce, we are more than just a software provider; we are your partner in workforce management success.

Role Description

We’re seeking a full-time Customer Service Representative who combines excellent service skills with payroll knowledge and the ambition to grow professionally. In this role, you will be responsible for supporting clients as they navigate our HCM software, helping them resolve issues, and ensuring they are getting the most out of our platform.

After a full training period, you will take ownership of a set group of clients and be their primary point of contact. This role is ideal for someone who is solution-oriented, analytical, and eager to build long-term relationships with clients and within our team.

Key Responsibilities

• Serve as the dedicated point of contact for a portfolio of clients using our payroll, timekeeping, and HR software
• Respond to client inquiries via phone and email in a timely, professional manner
• Troubleshoot system issues and guide clients through processes within the platform
• Educate and train clients on system functionality and best practices
• Collaborate with internal teams to resolve complex issues and improve service delivery
• Participate in process improvement initiatives and internal projects over time
• Stay current on software updates and industry regulations impacting payroll and HR

What We’re Looking For

• Minimum 2 years of experience in payroll and/or client-facing customer service
• Experience with UKG Ready
• Strong written and verbal communication skills with a professional presence
• Analytical and detail-oriented with a focus on providing solutions, not just answers
• Motivated to grow within the company and take on increasing responsibility
• Ability to multitask and manage time effectively in a fast-paced environment
• Familiarity with payroll, payroll systems or HCM software a plus

Benefits/Compensation (examples)

• 401(k) and 401(k) matching
• Health insurance
• Paid time off
• Vision insurance

Schedule

• Day shift Monday - Friday 9am-6pm EST

Seniority level

• Entry level

Employment type

• Full-time

Industries

• Human Resources