Job Description
Title: Specialist, Payroll Onboarding
Location: Philippines
Why Housecall Pro?
Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes.We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and ultimately save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.
Role Overview:
As a Payroll Onboarding Specialist, you are responsible for the onboarding, support and long-term success of our Pros using Payroll. You are a great communicator who is comfortable taking on complex payroll projects with a diverse set of stakeholders. You believe that great isn’t good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your projects. You use your experience to be a true consultant for small business payroll in the home services space. You are comfortable with process changes and enjoy providing input to help guide those changes.
You are a part of a new and growing team of enthusiastic and client-focused reps dedicated to making payroll seamless in order to champion our Pros to success. Our team is patient, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.
What you do each day:
- 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
Qualifications:
- Bachelor’s degree or equivalent experience preferred
- 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
- Work experience in the Payroll processing industry preferred
- Experience as a consultant and developing relationships with new customers
- Knowledge of and established relationships within a relevant industry is preferred
- Proficiency in Excel required (imports, exports and data formatting)
- Established credibility with service professionals from HVAC, plumbing, electrical, carpet cleaning and/or maid specialties preferred
- CRM experience is a plus
- What will help you succeed in this role:
- 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