HCM Client Service Associate

Job Locations US-FL-Orlando | US-UT-Salt Lake City
# of Openings
Professional Services
Regular Full-Time


PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Charleston, and Bangalore, India. As part of the Vista Equity Partners portfolio of companies, we are working to reinvent the employee benefits administration landscape. Our talented employees benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth. 


Our software has helped the various stakeholders in the Benefits Administration space in managing how benefits are bought, sold, managed, and consumed, and continues to transform the industry with innovative solutions. Nearly 7.5 million consumers receive their benefits through the PlanSource platform, which provides flexible and intuitive software and services for benefits administration.


We are looking for Client Service Specialist I for our HCM group to take on an essential role in providing the HCM clients with quality customer service regarding payroll, compliance, benefits and any general service question they may have.


About the HCM Client Service Specialist I Position

As a Client Service Specialist, you will participate with the HCM team in a supporting role in its efforts to serve and educate HCM customers on the Payroll/HRMS and benefits systems. Assist in all areas of team support for clients.  This includes following well-documented processes to resolve basic client requests.   


In addition, responsibilities will include:


  • Responsible for supporting Authorized Users via high-volume phone and email queues.
  • Responding to and/or escalating client inquiries accordingly within the designated Service Level Agreement (SLA).
  • Apply critical-thinking and problem-solving skills to research, troubleshoot, and provide solutions for HRIS, Payroll and Benefits support issues of varying complexity.
  • Troubleshooting HCM Service Bureau products for clients to facilitate successful payroll processing and HRIS web functionality.
  • Triage incoming emails and create CRM cases.
  • Leverage SalesForce Library to complete basic client support requests.
  • Gather additional information from Client for advanced requests prior to escalation.
  • Leveraging computer navigation skills to toggle between multiple screens and systems to provide answers and support. Includes assisting the caller in navigating the HCM systems.
  • Provide exceptional quality service and effective communication with our clients.
  • Assist your team as needed to ensure thorough, accurate, and timely resolutions for clients.
  • Reporting outages, escalations or wide-impact issues to Management.
  • Management of basic Year-end processes to ensure timely availability of W2 data.
  • Communicate suggestions regarding product and service enhancements to Team Manager.
  • Complete job-related training as may be required for the job and/or assigned by Team Manager including but not limited to payroll, multi-state taxation, HR policy, etc.
  • Any additional duties deemed necessary by Management.

About You

This role is all about ensuring that the client’s needs are met with enthusiasm and a positive attitude. You must be highly organized and be self-motivated to take initiative on behalf of your clients. You can keep many balls in the air at one time, handle multiple priorities and work well under pressure. The ability to understand complex and compliance-based concepts, and provide clear instructions to clients is critical to your success in this fast-paced role.


In addition, your qualifications/abilities include:


  • High School Diploma        
  • 2+ years Customer Service Experience
  • Resiliency and the ability to handle multiple tasks, work well under pressure, and thrive in a fast-paced environment
  • Strong customer orientation
  • Ability to be an effective team member
  • The drive to learn and be resourceful in order to figure out solutions independently
  • General HR/Payroll knowledge
  • Previous Payroll/Staffing/PEO or ASO Experience Preferred
  • Customer Relations Management Tool (CRM)
  • Excellent writing skills
  • Excellent verbal/phone skills
  • Excellent critical thinking skills
  • Microsoft Outlook
  • Microsoft Excel
  • Bachelor’s Degree Preferred
  • FPC or CPP Certification a plus.

What We Offer

  • Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
  • An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
  • The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
  • Fast-paced environment with big goals and the opportunity to make a big impact.


Top five reasons to come to PlanSource:


#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.


#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.


#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.  

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities, and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.


We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique. 




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