Supervisor, Customer Service - SurePayroll

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.

Supervises and directs Sure Payroll CSR's in the provision of payroll services to clients. Provides leadership and technical advice on product/system to resolve problems. Provides coaching to CSRs and manages performance, including conducting performance evaluations. Responsible for developing and improving the daily work duty skills. Develops a strong understanding of the skill levels of each employee and properly applies those skills to maintaining productivity levels.

Establishes and maintains positive image with clients and Specialists. Plays active role in recruiting and interviewing potential new hires.

• Supervises, coaches and develops staff; assigns, directs, and checks the work of assigned personnel to ensure quality client service.
• Provides expertise to resolve client concerns and policy or procedural issues. Collaborates with appropriate personnel to identify and resolve system problems.
• Establishes and maintains a positive, professional relationship with clients. Contacts tax agencies as needed. Fosters a cohesive relationship between service team and other departments to maintain a unified approach to management.
• Makes hiring recommendations and evaluates performance; recommends merit increases, promotion or termination, and disciplinary action to maximize organization performance. May act independently of Manager.
• Supervises knowledge level and skillset of personnel; recommends, implements, and monitors on-the-job training and education to further professional advancement of assigned personnel.
• Maintains knowledge of changes in payroll laws, policies and procedures to further personal professional development. Reviews and recommends changes to maintain the integrity of the payroll system.
• Partners with recruiting related to interviewing, and hiring to ensure that the best possible talent is hired.
• Works with client’s to resolve issues and review payroll service as needed to insure the company maintains the highest levels of client retention. Assists Manager to meet revenue and retention goals.
• Plans, coordinates, and organizes quarter- and year-end processes to provide accurate and timely tax documents to clients.

• H.S. Diploma
  - Required
• Associate's Degree
  - Preferred
• 2 years of experience in customer service/ call center / payroll.

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $54,200.00/Yr - $85,200.00/Yr Annually. 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 determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

• 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…