Account Representative III

Overview

This role provides frontline support to clients using workforce payroll and HR systems. You will manage an assigned portfolio of larger client accounts, helping clients resolve payroll, timekeeping, and HRIS questions and complete payroll-related work accurately and on time. Continued learning about the relevant platform is required through training and self-study.

Responsibilities

• Support an assigned portfolio of larger client accounts by responding to client questions and service requests.
• Develop and maintain knowledge of payroll, timekeeping, and HR applications to troubleshoot issues and guide clients.
• Coordinate and perform complex payroll, salary, and benefit calculations and related processing and maintenance activities.
• Prepare reports using payroll and HR data.
• Respond to service tickets within the established 1.5-hour service-level agreement.
• Accept and complete assigned project work.
• Protect confidential client and employee information and follow applicable procedures and service standards.
• Participate in team and client meetings using the communication practices established for the role.

Requirements

• 2+ years of experience in client support, customer service, account management, payroll, HR, or a related HCM environment.
• Working knowledge of payroll and HR processes, including payroll processing, employee maintenance, earnings and deductions, taxes, and direct deposit.
• Experience handling confidential employee, payroll, or client information.
• Ability to use business software and prepare or review reports containing payroll or HR data.
• Ability to manage client requests and complete work within established deadlines.

Preferred Qualifications

• Experience supporting clients who use a payroll, HCM, HRIS, workforce management, or SaaS platform.
• Experience with UKG Ready or Workforce Ready.
• Knowledge of payroll compliance requirements.
• Experience explaining technical or complex payroll and HCM topics to clients in clear, practical terms.
• Strong organizational, communication, problem-solving, and prioritization skills.
• Experience meeting ticket-response or other customer service-level targets.

Compensation & Benefits

• Pay range: $42,600 to $61,300 (actual base pay offered may vary based on skills, experience, job-related knowledge, and work location).
• Potential eligibility for a performance-based bonus plan.
• Potential eligibility for restricted stock unit awards as part of total compensation.

Equal Opportunity Employer

The employer evaluates qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

Additional Notes

• The employer participates in E-Verify.
• In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment.
• Disability accommodation is available during the application and interview process.