What happens when a Horizon customer has a question?

Running a business is challenging enough without adding payroll and HR complexities to the mix. At Horizon Payroll Solutions, we understand that questions about payroll, compliance, benefits, or timekeeping can arise anytime. Our goal is to make getting answers as simple and efficient as possible.

So, what happens when a Horizon customer has a question? Here's how we provide expert support with a personal touch.

What You Can Expect From Horizon

When you partner with Horizon, you’re not just a number on a list—you’re part of our community. We prioritize building strong relationships with our clients, offering a personalized approach to payroll and HR support. Whether you’re facing a quick inquiry or a more complex issue, you can trust us to provide fast, accurate, and friendly assistance every step of the way.

Fast and Friendly Support

When you have a question, we make it easy to get help. You can reach us via phone or email, and our team is here to assist you during business hours. No long waits, no frustrating phone trees—just real people ready to provide real solutions.

A Dedicated Point of Contact

Every Horizon customer has a dedicated point of contact who knows their account. This means you’ll speak to someone familiar with your business and its unique payroll needs, saving you from re-explaining your situation every time you call.

For most Horizon customers, you will be working directly with Stephanie, our Operations Manager. Stephanie has been with Horizon Payroll for 15 years. This means, your point of contact isn't switching every 6 months, it is consistent all the way through your relationship with us. Stephanie's job is to ensure all aspects of the payroll process are handled accurately and efficiently. Her work begins with your business during the onboarding phase, so that she truly understands your business needs and how to best serve you.  

You can also reach out to Scott Langer, our sales manager, at any time for questions. 

3. Clear and Accurate Answers

Payroll and HR are complex, but our team excels at breaking down complicated concepts into simple, actionable steps. Whether it’s about tax compliance, direct deposit issues, or setting up a new employee, you’ll receive clear, concise guidance tailored to your situation.

For complex questions, like navigating new labor laws or handling multi-state payroll, we involve our senior payroll experts or legal partners. This ensures you get the most accurate, up-to-date information to stay compliant and confident.

4. Proactive Problem-Solving

Often, we resolve issues before they become problems. Our payroll specialists monitor accounts for potential discrepancies, compliance risks, or system updates and alert you if action is needed.

The Importance of Customer Questions in Our Payroll Services

Customer questions are more than just inquiries; they’re opportunities to enhance trust, improve processes, and showcase expertise. Payroll is a sensitive and complex topic involving compliance, accuracy, and time-sensitive tasks. Addressing questions effectively ensures:

• Confidence in our services.
• Prevention of payroll errors.
• Enhanced customer satisfaction.

How quickly does Horizon Payroll Solutions respond to customer questions?

We strive to respond within minutes for phone calls and provide comprehensive answers within 24 hours for email questions.

What if my payroll question is highly technical?

Our team includes experts in payroll management, compliance, and HR, ensuring that even complex technical questions are handled with expertise.

Can I access self-help resources for common payroll issues?

Yes, our website features a robust knowledge base, including FAQs, guides, and video tutorials.

Does Horizon Payroll Solutions provide ongoing training for its customers?

Absolutely. We offer webinars, one-on-one training sessions, and regular updates to help customers stay informed.

Conclusion

At Horizon Payroll Solutions, customer questions are seen as a chance to connect, educate, and improve. Our team’s unwavering commitment to accuracy, empathy, and excellence ensures that every question is addressed promptly and thoroughly. By prioritizing customer satisfaction, we help businesses navigate the complexities of payroll with confidence and ease.