Client Support Representative

Description

Based in Shreveport, Louisiana, we began in 1996 by offering payroll processing and tax compliance services. In 2000, we made the strategic decision to develop our own technology. APS has a mission: to make payroll and HR easier. We design our unified solution to simplify workforce management tasks for mid-market organizations. We provide our clients and partners with personalized service and support to accomplish their goals. Streamline payroll processing, automate HR workflows, and elevate the employee lifecycle with a single-system platform. We are APS, and we are a workforce partner for our clients.

We are on the grow again and searching for a Client Support Representative . The Client Support Representative is a client facing position responsible for servicing and managing client accounts by interacting with clients to provide product, system and services support.

This position is onsite at our corporate offices located in Shreveport, LA. 

Essential Duties and Responsibilities:

• Provide product, system and services support to clients  
• answering questions
• offering guidance in processes for an intended outcome
• evaluating/troubleshooting system or set up issues > escalate based on level permissions
• Provide continuous APS user education.
• Documentation of client related issues received via call, email or chat using the department ticketing system.
• Responding to tickets received according to departmental policy and procedure.
• Maintaining client satisfaction.
• Adhere to established client communication policy and procedures
• Following response/resolution policy and procedure
• Mentor responsibilities, as assigned by individual, to assist in the Account Managers (in Training) through Level 1 progression is achieved.
• Other responsibilities as needed or assigned.

Supervisory Responsibilities: NA

Requirements

Education, Qualifications, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The list below is representative of the qualifications, skills, and abilities required and preferred:

• Bachelor’s degree in related fields preferred.
• FPC (or equivalent substitute) preferred.
• Three plus years of experience in payroll, HR systems support, or relative technical account support and management preferred.
• Strong technical knowledge – knowledge of software, programs, systems.
• Strong observation and problem-solving skills.  
• Strong client centric focus.
• Excellent written and verbal communication skills.
• Strong planning and organizing skills and attention to details.
• Strong ability to manage multiple projects and tasks and meet deadlines. 
• Ability to work with people and work as part of a team.
• Must be able to work in an environment in which constant deadlines exist.
• Must be able to work the hours necessary to successfully perform in this position.
• Must understand all company guidelines, procedures, and workflow.

BENEFITS: APS offers a competitive compensation and benefits package which includes: 

• Medical, Dental & Vision Insurance (employee only tier of coverage for medical and vision paid at 100% by APS)
• Short Term Disability (short term disability paid at 100% by APS for employee)
• Long Term Disability 
• Life Insurance
• 401(k) for Retirement (eligible after 3 months of employment; employer match/no vesting schedule)
• Paid time off (PTO)
• Holiday paid time off

At APS, we strive everyday to...

• Do the Right Thing
• Serve Others
• Be Our Best
• Find the Fun

Check APS out and see what we are about!