Service Specialist - Insurance Services, H&B

Paychex•City of Rochester, NY

About The Position

Under a moderate level of guidance and direction, the Service Specialist provides customer service for one or more Paychex products. The role uses prescribed guidelines to maintain good customer relations and resolve customer claims and complaints fairly, effectively, and in accordance with Paychex policies and procedures. The specialist builds knowledge of the organization, its processes, and its customers. The position delivers service through phone, email, chat, and other avenues; follows up on outstanding items in compliance with established Service Level Agreements; and develops intermediate working knowledge of Paychex products and relevant industry policies and procedures. It also involves identifying process improvements, documenting interactions, mentoring less experienced teammates, and entering data while maintaining prioritization and organization.

Requirements

Intermediate working knowledge of one or more Paychex products and relevant industry policies and procedures.
Intermediate skill level with systems and software packages; examples may include HRIS, Salesforce, Flex, Core Advanced, and ORS.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Delivers quality service to Paychex clients via phone, email, chat, and other avenues.
Follows up on outstanding items to ensure completion in compliance with established Service Level Agreements.
Develops and maintains an intermediate working knowledge of one or more Paychex products, as well as industry policies and procedures.
Identifies opportunities for process improvement and works with leaders to implement them.
Uses systems and software packages at an intermediate skill level, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS.
Documents all interactions.
Serves as a mentor for less experienced teammates.
Performs data input while maintaining strong prioritization and organization.