Performs as a customer service advisor responsible for responding to client inquiries across several communication methods. Responds to clients in a manner consistent with service and resolution guidelines while providing a quality service experience.

• Provides resolution to all inquiries via email, mail, instant messaging, chat and inbound and outbound phone and in accordance with department policy, to ensure quality service standards are met for both moderate and complex clients. Applies knowledge, and responds to questions for online products in order to meet client needs.
• Resolves Paychex medium to complex client and system issues in a complete, accurate and timely manner with an emphasis on first-call resolution and training to optimize client satisfaction. Logs and documents all client communications in required application(s) completely and accurately to ensure that a full understanding of all interactions is available.
• Provides quality client service to maintain a high rate of client retention. Establishes and maintains a positive working relationship with clients and agencies to promote a positive quality service image.
• Maintains knowledge of the payroll processing system and changes in wage and tax laws to develop a trusted relationship with our clients.
• Provides support of online products utilizing productivity tools to enhance the customer experience.
• Participates in projects and departmental initiatives; collaborates to achieve team objectives, division and company goals; pursues, supports and makes recommendations for continual product and process improvement. Maintain knowledge of applicable Paychex payroll and ancillary products as they are developed.
• Continues self-study, job-related courses, seminars, and conferences to enhance personal development.
• Other duties as assigned to support the general purpose of the position’s function.

• H.S. Diploma - Required
• 3 years of experience in Call center or technical support environment. Experience in a benefits and/or payroll environment a plus.

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.