Customer Advocate - Remote

Customer Advocate - REMOTE

Essential Duties And Responsibilities

• Support customer interactions performing basic functions within the Perform application in a team setting in a contact center environment
• Follow defined process to escalate items as needed
• Attend internal meetings and huddles as scheduled
• Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party
• Monitor the Perform system and proactively identify actions needed to correct issues as they arise.
• Meet or exceed productivity goals including case closure while balancing quality of each interaction
• 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
• Must be able to meet or exceed expectations with schedule adherence
• Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.
• 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
• Monitor pay planner and update scheduled payroll dates accordingly - Only PPS

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.

• 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
• Bachelor’s degree preferred or 4 years equitable business experience required
• Proven excellence in customer service and relationship building skills required
• Strong interpersonal, verbal and written communication skills
• Adherence to schedule and role assignments to ensure timely responses
• 1-2 years supporting customers via phone
• Familiarity with HCM software, including the ability to troubleshoot software configurations
• 1-2 years of multi-channel customer service experience
• Excellent understanding of Operating Systems and MS Office products
• Ability to interface with multiple departments, multi-task, think on your feet and work independently
• Effective organizational skills proven in a fast-paced, service-oriented position
• 1-2 years of prior customer facing HCM or Paycor experience is a plus

Paycor Total Rewards

We are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most - the well-being of you and your loved ones.

Highlights Include

• Paid leave for birth parents, non-birth parents, elder caregivers, and military support
• Sabbatical opportunities for tenured Associates
• An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth
• A flexible virtual-first work philosophy
• 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
• Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount
• Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care
• Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
• Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges