Client Resolution Specialist

Overview

The Client Resolution Specialist is responsible for managing and resolving high-priority customer issues that require immediate attention, often involving complex problems or escalated complaints. The role quickly assesses situations, coordinates with relevant teams, and ensures timely resolution while maintaining customer satisfaction and adhering to service level agreements (SLAs). Additionally, the specialist improves client satisfaction and analyzes client issues using root-cause analysis.

They require excellent customer service, communication, and analytical skills.

• Assists with resolving escalated customer queries, provides strong knowledge of products/services and solves moderately to high complex problems, time sensitive inquiries, and multi-task in high-volume situations.
• Identifies and escalates issues to appropriate sources. Responds to escalated client requests in real time, providing education to them with the goal of achieving first contact resolution to help their business succeed, as well as a remarkable, reproducible customer experience.
• Prepares analysis of client service breakdowns as well as understands the trending on the escalations. Collects and analyzes data, identifies service trends, completes root cause analysis and makes recommendations to the officer team on initiatives to reduce escalations and enhance the Customer experience throughout their lifecycle.
• Conduct deep dive analysis to identify root causes of issues, brainstorm short and long-term solutions, lead stakeholder meetings to prioritize and align on implementation timelines.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the reputation and safeguarding Sure Payroll and its clients, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Partner with leadership and stakeholders across operations, technology, and product teams to ensure quick customer resolution on high priority escalations.
• Initiates and fosters process improvement through partnership in all areas and levels of the Support Operations organization. Acts as a project lead and participant on team and Service initiatives. Keeps team apprised of projects, and ensures successful execution of assigned projects and deliverables.
• Perform impact analysis on identified preventatives and collaborate with product, technology, and operations teams to present solution documents. Maintain appropriate records of all escalations, ensuring all qualitative and quantitative targets are met, providing appropriate visibility of key customer issues and reporting on them as needed.
• Other duties as assigned to support the general purpose of this position's function.

• Bachelor's Degree - Preferred
• 2 years of professional experience in a payroll service environment.
• 3 years of professional experience in a customer service or contact center environment.

Starting base pay range for this position is $20.25 - $37.60 hourly. This is the base pay only and does not include other components of the total rewards package.

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

• We value your well-being:
  We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time:
  From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development:
  Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective:
  Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities:
  We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Note:

The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

Paychex is an equal opportunity employer. We are committed to…