Customer Service Representative

Description

Note: Must be able to work a shift that will end between 6pm and 8pm Arizona Time.

Acts as initial point of contact for inbound participant requests and questions regarding HRS products. Maintains a high level of product and system knowledge to provide support to internal and external partners.

• Fields daily calls from HRS participants with questions regarding HRS products to provide a quality service experience.Logs and documents participant conversations/issues in an effort to minimize repeat callers and provide optimal service.Provides real-time technical support for the participant using the automated phone system and employee website to ensure efficient interactions. May conference participants into systems to help navigate through various menu options.Uses multiple computer software packages, including HRIS, Salesforce, Sungard, and ORS to answer specific participant questions and requests.
• ? Prioritizes caller and management issues to resolve critical or time-sensitive issues before less urgent issues and to ensure they are resolved in a timely manner.? Follows up on unresolved calls to ensure issue completion, accuracy of resolution, and compliance with resolution time frame expectations established by Operations partners.

Requirements

• H.S. Diploma.
• Associate's Degree.
• 1 year of experience in Experience with HR- related products, including 401(k), Profit Sharing, S125, and other defined contribution plans is preferred. .

Company Description

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.

Work location: Phoenix, AZ