Customer Care Manager
SurePayroll - Glenview, IL

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SurePayroll is a wholly owned subsidiary of Paychex, providing an easy and completely online payroll service for small business customers nationwide. We value innovation, learning and service. We’re looking for employees who are talented and willing to be challenged in the best ways – trying new things, thinking creatively and working collaboratively. Brill Street recently named SurePayroll a Top 50 Employer for Gen Y Talent in Chicago and Built in Chicago ranked us among the top 25 digital companies in Chicago. The American Business Awards recognized us multiple times for customer service and sales. Join the SurePayroll team today and enjoy a friendly working environment, excellent benefits and recognition for your hard work!

We are currently searching for a seasoned Manager to lead our Customer Contact Center located in Glenview, IL north of Chicago.

Responsibilities:

Our contact center is friendly, knowledgeable, efficient and fast-paced. We go above and beyond and win awards for customer service. People rely on us, our clients and their employees depend on our ability to ensure a smooth payroll experience.

SurePayroll's Customer Care Manager is responsible for leading contact center providing support for online payroll and HR service clients via phone, live chat, email, and other inbound contact means ensuring clients receive world class service.

You can expect to:
  • Lead a team of seasoned customer service professionals, ensuring they have the tools and knowledge to resolve complex payroll processing and account management issues
  • Partner with leaders across the organization to remove obstacles and find solutions for client account issues
  • Define contact center training needs, ensuring our staff members are able to continuously learn and grow in their careers
  • Own our client service levels, analyze and report on trends and results and make recommendations for improvement
  • Innovate to improve efficiency and maximize service levels, seek out tools and resources to improve the client and employee experience
  • Work with our Marketing partners to define and craft communications for clients regarding their account status and upcoming events such as tax season
  • Monitor and respond to feedback from clients and other business partners
  • Seek new revenue opportunities and maximize current revenue streams within the contact center

The ideal candidate will be a highly motivated and energetic self-starter. They are a seasoned customer service leader with experience working in a high-volume, complex service issue environment supporting a national client base. This individual must have strong business acumen, be technology savvy and have excellent communication skills, strong problem solving abilities and a passion for providing a world class customer service. They are a strategic thinker with a high sense of urgency and are a natural relationship builder and collaborator.

SurePayroll provides a casual work environment, a competitive salary and health, dental and life insurance, 401k and 3 weeks’ time off your first year.

Requirements:

This individual must have a minimum of 5 years contact center experience, with at least 3 years of supervisor experience required. Familiarity with process improvement and automation a plus.

SurePayroll - 21 months ago - save job - copy to clipboard
About this company
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Privately held SurePayroll is America's fifth largest payroll provider and the nation's largest online payroll provider. Catering...