Payroll Onboarding Specialist

Summary

Join Housecall Pro as a Payroll Onboarding Specialist and contribute to the success of home service professionals. You will own the onboarding process for our Payroll solution, coaching Pros on best practices and handling escalated support requests. Effective communication across teams and identifying opportunities for improvement are key responsibilities. This role requires customer success experience, proficiency in Excel, and strong communication skills. A Bachelor's degree or equivalent experience is preferred, along with experience in the payroll processing industry. The position offers the chance to work with a growing team dedicated to improving the lives of service professionals.

Requirements

• Bachelor’s degree or equivalent experience
• 2-4 years of full-time customer success, implementation, account management or sales experience
• Fluent in English (written and verbal)
• Able to work standard hours for a US time zone: 8 hr shift scheduled between 5am-5pm Pacific Daylight/Standard Time
• Proven track record of experience exceeding customer success or sales metrics
• Proficiency in Excel required (imports, exports and data formatting)

Responsibilities

• Own relationship during initial onboarding phase for our Payroll solution, this includes but is not limited to: account activation and data migration, adoption and product utilization, relationship building, delivery of product value and processing first payroll
• Coach Pros on best practices with our payroll solution via Zoom meetings
• Handle escalated payroll support requests for training and coaching for Payroll subscribers
• Effectively communicate client information, trends, and feedback across teams (sales, marketing, engineering, and tech support)
• Develop, prepare, and nurture our Pros for advocacy
• Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience
• Manage details, timelines, and action to drive efficiency
• Improve our Pros opportunities by leveraging qualitative and quantitative analysis
• Develop processes that distinguish our brand by exceeding customer expectations in support delivery
• Eloquently troubleshoot technical issues, have deep product knowledge, and like to think think outside the box for solutions

Preferred Qualifications

• Work experience in the Payroll processing industry
• Experience as a consultant and developing relationships with new customers
• Knowledge of and established relationships within a relevant industry
• Established credibility with service professionals from HVAC, plumbing, electrical, carpet cleaning and/or maid specialties
• CRM experience
• Self-starter with motivation, drive, and ability to work in a fast paced environment
• Strong problem solving skills
• Can learn new skills quickly; eager to learn
• Excellent written and verbal communication skills
• Prompt attention to detail
• Strong time management and organizational skills
• Ability to work with cross-functional teams, internally and externally
• Good pulse on customer needs