Acts as initial point of contact for inbound participant requests and questions regarding HRS products in S125. Maintains a high level of product and system knowledge to provide support to internal and external partners.

• Fields daily calls from HRS participants with questions regarding HRS products to provide a quality service experience.
• Logs and documents participant conversations/issues in an effort to minimize repeat callers and provide optimal service.Provides real-time technical support for the participant using the automated phone system and employee website to ensure efficient interactions.
• May conference participants into systems to help navigate through various menu options.
• Uses multiple computer software packages, including HRIS, Salesforce, Sungard, and ORS to answer specific participant questions and requests.
• Prioritizes caller and management issues to resolve critical or time-sensitive issues before less urgent issues and to ensure they are resolved in a timely manner.
• Follows up on unresolved calls to ensure issue completion, accuracy of resolution, and compliance with resolution time frame expectations established by Operations partners.

• H.S. Diploma - Required
• Associate's Degree - Preferred
• 1 year of experience in Experience with HR- related products, including 401(k), Profit Sharing, S125, and other defined contribution plans is preferred. .

Paychex, Inc. is a recognized leader in the payroll, human resource, and benefits outsourcing industry, with a steadfast commitment to success and a record of achievement.