MassPay Inc
  • Beverly, MA, USA
  • Full Time

The HCM / Payroll Account Specialist is a client focused role, responsible for maintaining the relationships with a specified set of clients and assisting them with all of their HCM and payroll questions.  This role will both address general administration issues, as well as supporting clients with the ongoing use of iSolved.  It requires strong desire to provide excellent customer service, superior troubleshooting skills and attention to detail, expert knowledge of iSolved, and also the capacity to recognize and pursue growing the relationship with their clients through education and upsell & cross sell opportunities.  This role will independently manage customer accounts, and exercise their discretion when analyzing unique situations and offering and best judgement and guidance for our customers.  It is a frequent point of contact for our clients and must make a powerful positive impression with every encounter.  A few key responsibilities include:

  • Proactively evaluate and work with client ensuring the client has an optimal experience with all facets of their set-up. Educate customers on unused components of iSolved (as appropriate based on the knowledge of the client's operation) and support the customer in expanding their use of iSolved.
  • Research, troubleshoot and resolve client inquiries, as part of ongoing support for your client set.
  • Recommend solutions to various Benefits, HR, Time and Tax needs, proactively identifying upsell/cross-selling opportunities.
  • Assists clients with general inquires.
  • Support customers via phone and email.
  • Train clients on HCM/payroll platform to ensure clients are able to manage all aspects of their HCM & payroll operations independently.
  • Accurately and completely document all customer interactions in our CRM system. 
  • Facilitate cross departmental interactions with other teams in MassPay, to ensure open communications for the benefit of our client's success.
  • Continuously seek out process improvement opportunities and take ownership to implement positive change.
  • Other duties may be assigned as needed.  

SKILLS/QUALIFICATIONS:

  • 2+ years of experience working with a Payroll/HCM software and/or 2+ years of experience supporting clients with SaaS solutions.
  • Associates degree required. Bachelors preferred.
  • Strong interpersonal skills, with the ability to communicate effectively, both verbally and in writing.
  • Outstanding customer service skills are required.
  • Excellent time management skills, and ability to meet deadlines, prioritize and manage several tasks effectively.
  • Ability to see the big picture, utilizing good business judgement to help our customers be successful with their iSolved account.
  • Ability to learn technology quickly through instruction and self-training.
  • Attention to detail & result oriented.

COMPANY OVERVIEW

MassPay provides businesses with a cloud-based Human Capital Management (HCM) solution to automate their HR & Payroll processes, maintain in-depth employee data, administer benefits, provide electronic onboarding for new hires, capture employee time & attendance and much more. This technology solution, combined with MassPay's HR Services, improves the employee experience, keeps businesses in compliance, and helps managers and supervisors to become better employers.

MassPay has grown rapidly since it was founded in 2004, providing a superior product and building a reputation for personalized, responsive service.  The company has a strong culture built from empowered and growth-oriented team members.  The company offers a terrific benefits package including fun perks such as Wednesday lunches, Friday happy hours, company events/trips, and community service opportunities.   MassPay has been named to the BBJ's Pacesetters/Fast50 list of the fastest growing private companies in Massachusetts for five consecutive years as well as named on the Inc. 5000 list of increasing year over year revenue growth for four consecutive years, (only 10% of privately owned companies in the U.S. have achieve that feat). MassPay is also proud to be the 2017 Gold Stevie Award Winner for Customer Service and Client Support Team of The Year.

MassPay Inc
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