Dedicated Service Center Representative - Preview To Flex Representative -Eastern Standard Time

Apply Now    
Description

**** High level of using and speaking to technology ****

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

  • Provides first level response 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 simple and complex clients. Applies knowledge, and responds to questions for all assigned products and platforms in order to meet client needs.

  • Researches and resolves Paychex application issues in a complete, accurate and timely manner with an emphasis on first-call resolution 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 to each Division the client may come in to contact with.

  • Provides outstanding client service to maintain a high rate of client retention and builds trusted relationships with Clients and Internal and External partners to promote a positive quality service image and deliver an outstanding client experience.

  • Provides outstanding client service to maintain a high rate of client retention and builds trusted relationships with Clients and Internal and External partners to promote a positive quality service image and deliver an outstanding client experience.

  • Participates in projects and departmental initiatives; collaborates to achieve team objectives, division and Company goals; pursues and supports continual product and process improvement. Maintain knowledge of applicable Paychex payroll and ancillary products as they are developed.

  • Other duties as assigned to support the general purpose of the position's function.



Requirements
  • High school diploma
  • A minimum of 2 years' experience in a call center or technical support environment required. Experience in a benefits and/or payroll environment a plus.
  • Advanced understanding of Paychex applications and related software tools is highly preferred. Understanding of networking and Microsoft operating systems is required; Cisco knowledge is preferred. Excellent organizational and analytical skills are required. Ability to explain technical concepts to non-technical users is required. Ability to communicate clearly, concisely and effectively both verbally and in writing. Demonstrated ability to provide positive results with professionalism and a strong focus on client satisfaction. Ability to work flexible hours. Capable of performing, understanding, and explaining to clients payroll and tax computations.
  • Senior Payroll knowledge •Multi product knowledge / high aptitude for learning new products •Highly responsive •Strong service focus •Client training skills •Strong partnership skills, troubleshooting with other divisions and partnering with the migration team •Knowledge of Flex and Preview is ideal

Locations: OK, Oklahoma City, Oklahoma Office
Full Time / Part Time: Full-Time
Category: Customer Service/Operations
Requisition #: CUS-17-02082
Apply Now    

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.