Senior Customer Service Representative - SurePayroll

Paychex•Saint Petersburg, FL

1d•Onsite

About The Position

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview Provide an exceptional service experience for SurePayroll customers handling incoming contacts from current clients regarding previously run payroll, payroll tax filing and ancillary services.

Requirements

1 year of experience in Professional work experience in a customer service or contact center environment.
4 years of experience in Professional work experience in a customer service or contact center environment.
Customer Service - Preferred
Communication - Preferred
Multitasking - Preferred
Troubleshooting (Problem Solving) - Preferred
Problem Solving - Preferred
Call Center Experience - Preferred
Inbound Calls - Preferred
Payroll Processing - Preferred
Data Entry - Preferred
Customer Inquiries - Preferred
Tax Laws - Preferred
Customer Relationship Management - Preferred
Human Resources Information System (HRIS) - Preferred
Customer Support - Preferred
Billing - Preferred

Nice To Haves

Associate's Degree - Preferred
Customer Service - Preferred
Communication - Preferred
Multitasking - Preferred
Troubleshooting (Problem Solving) - Preferred
Problem Solving - Preferred
Call Center Experience - Preferred
Inbound Calls - Preferred
Payroll Processing - Preferred
Data Entry - Preferred
Customer Inquiries - Preferred
Tax Laws - Preferred
Customer Relationship Management - Preferred
Human Resources Information System (HRIS) - Preferred
Customer Support - Preferred
Billing - Preferred

Responsibilities

Handles inbound calls and online chats with SurePayroll clients in a contact center environment, helping clients with items such as: issues with previously run payrolls and questions regarding their account information to ensure accurate payroll processing and payroll tax filing.
Handles escalated and complex issues regarding clients’ accounts.
Troubleshoots payroll issues with clients such as: direct deposit reversals, payroll adjustments, voided payrolls, amended tax returns, wage and hour reporting, deductions and benefits, assist with account setup for banking, employees and account administrator information to assist clients in running payroll and ensuring the accuracy of past and future payroll and account data.
Researches client issues and partners with other Customer Service, Tax, Advances Resolution/Amended Return, Payroll Operations and Finance team members to resolve issues affecting clients’ accounts.
Completes paperwork for, and ensures processing of, billing issues, amended tax returns, voided payrolls, direct deposit reversals and payroll adjustments.
Notate client contact in SalesForce.com system to document issues with their account and ensure that others servicing the client understand the interactions that have preceded the current issue.
Continually builds payroll, payroll tax and SurePayroll systems knowledge through a mixture of classroom training, self-guided learning and research (such as on www.irs.gov) to better serve our clients.
Treats customers in a friendly and helpful manner, building confidence in our service and ability to help them resolve their issue(s).
Manages call and hold time service levels to increase our ability to service all incoming contacts and provide excellent service for each caller/chat client.
Makes efficient use of time out of the call/chat queue to complete necessary paperwork, conduct research into client inquiries and contact clients to provide resolution if necessary.
Provides advice, guidance and mentoring to less senior staff members to aid the department’s efficiency.
Must have experience in the Customer Service Representative role, or previous relevant external experience suitable to this senior level, and pass a skill based exam demonstrating proficiency with higher level payroll and payroll tax topics.