Provides first line client support while delivering an effortless client experience. Acts as a service advocate and technical advisor for clients processing payroll using web-based and internet accessed Paychex products. Responds to client interactions, answers questions, resolves client issues and provides guidance to the clients on how to independently navigate Paychex Flex.

• Supports assigned base of clients who self-report payroll and utilize internet-accessed ancillary products. Delivers a high-quality low, effort client experience to maintain an exceptional rate of client retention and loyalty. Establishes positive working relationships with clients, agencies, and coworkers to promote a positive quality service image.
• Performs daily in a contact center environment, responding promptly to all inbound/outbound client interactions. Adheres to phone queue staffing schedules, and exhibits behaviors required to meet call management service levels. Logs and documents client interactions fully and accurately, allowing others servicing the client to provide a seamless client service experience.
• Responds quickly and takes prompt action to accomplish work goals and achieve expected results. Effectively regains customer confidence when resolving difficult situations, diffusing customer concerns by tailoring the approach to meet the needs of individual clients, and actively guiding customers to a mutually beneficial resolution.
• Trains clients and fosters independence throughout the life cycle of the client. Leverages technology to conduct online training to meet the needs of the client. Educates clients on the features and functionality available to the client as system changes occur.
• Applies system and payroll knowledge to troubleshoot errors and technical issues. Proactively researches and resolves both clients facing and internal system errors to ensure accuracy in payroll reporting and tax filings. Offers suggestions for necessary system enhancements to avoid repeat contacts for the same issue.
• Maintains knowledge of the payroll processing system and changes in wage and tax laws to develop a trusted relationship with our clients. Corresponds with federal, state, and local tax agencies on behalf of clients to resolve problems.
• Suggests additional services and products based on clients needs, and as a strategic retention, tool to grow the business.
• Continues self-study modules to gain the expertise necessary to qualify for Senior Dedicated Service Representative

• H.S. Diploma - Required
• 2 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.