PEO Client Service Representative II

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Title

PEO Client Service Representative II - HROI* 

About the Organization Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, HR, retirement, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Backed by 45 years of industry expertise, Paychex serves approximately 605,000 payroll clients as of May 31, 2017, across more than 100 locations and pays one out of every 12 American private sector employees. Learn more about Paychex by visiting www.paychex.com, and stay connected on Twitter and LinkedIn.


Paychex is always looking for individuals who want to work for a company that allows for growth and development. With your desire to succeed and our training and resources, opportunities at Paychex are more than just jobs. We provide an atmosphere that fosters a healthy work life balance, and our comprehensive benefits package provides health care, retirement planning, education assistance, and much more.  
Description

Acts as primary contact and advocate for complex and high-profile clients on payroll and ancillary products and services. Supports departments in the delivery of payroll services provided to clients. Assumes responsibility for client deliverables and serves as primary operational contact.

•Manages business relationship with clients to ensure that Paychex is meeting client's organizational needs.

•Serves as the primary contact for daily support to complex and high-profile clients to streamline client contact.

•Serves as liaison, coordination, and communication channel for internal Paychex departments to ensure quality service, client satisfaction and retention, and profitability for clients.

•Responds to client phone calls and emails in a timely manner to resolve issues, including payroll- and tax-related matters, 'how-to' product inquiries, system issues, and first-level support of client input and/or output transmission issues.

•Provides client training over the phone and coordinates Client Trainer on-site training to ensure that complex and high-profile clients obtain full value from the Major Market products.

•Monitors client trends to add value to the relationship and expand Paychex presence within assigned client base.

•Identifies and resolves client issues, concerns, and needs to ensure ongoing client satisfaction and high client retention.

•Identifies problems and assumes responsibility for resolution or escalation to management ensuring client satisfaction.

•Participates in mentoring new CSRs and Senior CSRs thereby passing on expertise.

•Maintains knowledge of Preview system and Paychex product changes, as well as changes in federal, state, and local wage tax law and policies to provide informed guidance to our clients.

•Participates in conducting in-house client training sessions in order to enhance client relationships and broaden employee knowledge and skill set.

•Becomes knowledgeable of Paychex ancillary products in order to provide complete and seamless customer service.

Position Requirements

H.S. Diploma

2 years of experience in Major Market Services and in Senior Client Representative role

4 years of experience in Technically oriented customer service organization

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Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, HR, retirement, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Backed by more than 40 years of industry expertise, Paychex serves approximately 590,000 payroll clients across 100 locations and pays one out of every 15 American private sector employees. Learn more about Paychex by visiting www.paychex.com, and stay connected on Twitter and LinkedIn.