Customer Service Representative

Responsible for client set-up, ongoing administration and is the face of a current product offering of Paychex called , Employer Shared Responsibility Services (ESR). Responds to written and phone inquiries from clients using ESR services. Responds to inquiries and provides technical product support to Sales and Operations partners.

• Responds to written and phone inquiries from client, Sales and Operations partners and places outbound calls to clients and Sales and Operations partners as required by the business unit to support onboarding of ESR clients, grant client access to Paychex’s Health & Benefits website, resolve questions about Analysis & Monitoring reports and/or IRS 6056 Tax Filing and questions about the Employer Shared Mandate regulations.
• Gathers and interprets data from internal resources such as Ask It, iComm, Salesforce and external resources such as the IRS website, Department of Treasury, etc. to solve issues relating to ESR services, while maintaining positive and professional relationships with internal and external partners.
• Utilizes analysis and problem solving skills and makes appropriate recommendations to clients and Sales and Operations partners ensuring all client inquiries are resolved appropriately and accurately.
• Develops and maintains knowledge of new and existing client account set-ups, their corresponding systems and ESR processes to ensure resolution of client issues.
• Maintains accurate recording of all internal and external communications in order to document client needs and the Paychex replies.
• Acts as a resource in product related projects pertaining to the ESR Regulations, product testing, or training sessions as required
• Trains and mentors less experience Paychex and Contract employees within the group when required to ensure all staff is current on policies and procedures.
• Responsible for meeting departmental service level agreements within ESR Services.
• Responsible for ongoing client satisfaction through process and service efficiency.

• A BA/BS degree in Business is preferred.
• A minimum of 2 years’ experience in customer service, sales or insurance or the equivalent combination of education and experience is required
• Strong verbal and written communications, analytical and mathematical skills, prioritization and organizational skills are required.