Critical Response Consultant
Remote - Work from Home
Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there's never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you!
Job Summary
As part of the Customer Service integrated team, the Critical Response Consultant will ensure ongoing customer satisfaction and will be responsible for full resolution management. The role will ensure that customers feel empowered to use Paycor's products in a way that best serves their business.
The Critical Response Consultant will spend over 30% of their time on duties that require discretion, independent judgment and ability to problem solve. This role will have to perform escalation efforts that will impact both customers' business continuity and perform Paycor retention efforts. The consultant will project management complex issues, provide expert advice and management.
The Critical Response Consultant will assist in creating the long-term success of the escalation process through playbook creation, escalation record feedback to our Salesforce team and will investigate and dig into escalation root cause analysis. They will represent Paycor in managing complaints, arbitrating disputes, and resolving grievances.
The Critical Response Consultant requires proven matrix-management skills and facilitation with other internal cross-functional groups. This individual will work closely with Sales, Implementation, Operations and Support teams to retain customers. This role will make a direct impact on achieving highly satisfied customers and helping Paycor provide root cause analysis on reoccurring issues. To that end, they must approach the customer experience with a passion to right all customer concerns with the highest level of integrity. The ideal candidate will deliver exceptional customer experience by partnering interdepartmentally, project managing open items and providing timely and accurate updates internally and externally. They will execute upon key drivers for driving customer loyalty and retention.
Essential Duties and Responsibilities

• Normally receives general instruction on day-to-day work and detailed instructions on new assignments
• A developing professional with the ability to deescalate, provide root cause analysis, partner internally, provide feedback cross functionally, project manage complex items and cases
• Attain and maintain base knowledge of product offering and how Paycor's full product suite works together with integrations and dependencies
• Works on escalations and interactions of limited scope while keeping internal partners up to date and resolving customer inquiries
• Follows team practices in selecting methods and techniques for obtaining solutions.
• Builds working relationships with senior internal and external personnel throughout the life cycle of the escalation
• Requires customer service and de-escalation skills, as well as basic project management skills.
• Partner with Manager to work through trends, assess risks, and develop initiatives resulting in process documentation and customer communication
• Independently troubleshoot problems & research solutions to interactions/escalations
• Investigate, analyze, and recommend solutions for customers and Paycor
• Participate in cross-functional activities such as requirements gathering and review, as well as user acceptance testing to ensure quality customer experience
• Partner with leaders and Associates to assist in escalations
• Serve as an escalation point for customers and Associates

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.

• 2+ years related experience
• Minimum of 1+ years of HCM experience preferred.
• Ability to interface with multiple departments and work both independently and in a team environment
• Excellent written and verbal communications and interpersonal skills
• Demonstrated understanding of Operating Systems and MS Office products; Payroll Application software experience preferred
• Effective organizational skills: ability to multi-task and prioritize in a fast-paced, service-oriented position
• Ability to effectively solve problems by balancing detailed questions with creative solutions
• Ability to perform root cause analysis
• Ability to present data analysis internally and externally
• Execute on playbooks
• Bachelor's degree in Business or equivalent experience preferred
• Exhibits and practices outstanding Service Excellence Standards

Paycor Total Rewards
Paycor has an exciting, growth-focused culture, and we pride ourselves in providing best-in-class benefits to take care of our people. Some of our most popular benefits include:

• A flexible virtual-first work philosophy
• 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
• Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
• Three medical plan options - including one with $0 cost to Associates
• Our Employee Stock Purchase Plan, which enables you to buy PYCR stock at a discount

We also offer competitive compensation based on your education, experience, and training. For more information about our total rewards, please visit www.mypaycorbenefits.com .
If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request via email to [email protected] .