Provides support for clients and internal partners through inbound calls, e-mails and IM's with questions relating to Online Services products.

• Supports Online Services clients and internal partners with questions, troubleshooting and training of products to ensure a quality service experience for our clients.
• Utilizes multiple computer software packages, including HRIS, Online Service applications, SalesForce and ORS, to research and answer specific client requests or questions.
• Participates in proactive client calls and other retention-oriented programs to ensure ongoing client satisfaction and high retention levels.
• Logs and documents client conversations/issues to capture trends and troubleshoot specific HRIS, payroll or related system, product, or procedural issues.
• Establishes and maintains a positive working relationship with clients, Sales Representatives, Human Resource Representatives, and other Paychex personnel to promote Paychex' quality service standards.
• Researches and resolves billing issues from clients or field representatives to ensure accurate billing and to promote client satisfaction.
• Participates in special projects and department initiatives to facilitate ongoing product and process improvements.
• Manages and prioritizes workload daily to meet or exceed established department productivity and quality expectations to guarantee client satisfaction and to ensure client follow up occurs within established timeframes.
• Attends ongoing trainings to enhance product, system and payroll knowledge resulting in a higher level of customer service.

• H.S. Diploma - Required
• Associate's Degree - Preferred
• 2 years of experience in customer service/call center.
• Strong verbal communication and listening skills.
• Demonstrates written communication skills.

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.