Client Resolution Specialist

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.

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, by quickly assessing the situation, coordinating with relevant teams, and ensuring timely resolution while maintaining customer satisfaction and adhering to service level agreements (SLAs). In addition, the Resolution Specialist will improve client satisfaction and analyze client issues using root‑cause analysis.

Resolution specialists 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 experience in a payroll service environment.
• 3 years of experience in a customer service or contact center environment.

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $20.25 – $37.60 hourly. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be…