Senior Customer Service Representative - SurePayroll

Overview

Provide an exceptional service experience for Sure Payroll customers handling incoming contacts from current clients regarding previously run payroll, payroll tax filing and ancillary services.

• Handles inbound calls and online chats with Sure Payroll clients in a contact center environment, helping clients with issues with previously run payrolls and questions regarding their account information to ensure accurate payroll processing and payroll tax filing. Handles escalated and complex issues regarding clients’ accounts.
• Troubleshoots payroll issues with clients such as direct deposit reversals, payroll adjustments, voided payrolls, amended tax returns, wage and hour reporting, deductions and benefits; assists with account setup for banking, employees and account administrator information to run payroll and ensure accuracy of past and future payroll and account data.
• Researches client issues and partners with other Customer Service, Tax, Advances Resolution/Amended Return, Payroll Operations and Finance team members to resolve issues affecting clients’ accounts.
• Completes paperwork for, and ensures processing of, billing issues, amended tax returns, voided payrolls, direct deposit reversals and payroll adjustments.
• Notates client contact in  system to document issues with their account and ensure that others servicing the client understand the interactions that have preceded the current issue.
• Continually builds payroll, payroll tax and Sure Payroll systems knowledge through a mixture of classroom training, self‑guided learning and research (such as on (Use the "Apply for this Job" box below).) to better serve our clients.
• Treats customers in a friendly and helpful manner, building confidence in our service and ability to help them resolve their issues.
• Manages call and hold time service levels to increase ability to service all incoming contacts and provide excellent service for each caller/chat client.
• Makes efficient use of time out of the call/chat queue to complete paperwork, conduct research, and contact clients to provide resolution if necessary.
• Provides advice, guidance and mentoring to less senior staff members to aid departmental efficiency.
• Must have experience in the Customer Service Representative role, or previous relevant external experience suitable to this senior level, and pass a skill‑based exam demonstrating proficiency with higher level payroll and payroll tax topics.

• Associate’s Degree – Preferred
• 1 year of experience in a customer service or contact center environment.
• 4 years of experience in a customer service or contact center environment.
• Customer Service – Preferred
• Communication – Preferred
• Multitasking – Preferred
• Troubleshooting (Problem Solving) – Preferred
• Problem Solving – Preferred
• Call Center Experience – Preferred
• Inbound Calls – Preferred
• Payroll Processing – Preferred
• Data Entry – Preferred
• Customer Inquiries – Preferred
• Tax Laws – Preferred
• Customer Relationship Management – Preferred
• Human Resources Information System (HRIS) – Preferred
• Customer Support – Preferred
• Billing – Preferred

Typical hourly rate: $25.00 per hour. This includes base pay but does not cover other components of total rewards.

• 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 offer over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and more.
• We value your time with paid time off, company holidays, culture days, and comprehensive work‑life balance programs to give you flexibility.
• We value your development through award‑winning training and development programs that provide ongoing learning opportunities.
• We value your perspective and encourage a culture where your voice is heard.
• We value our communities; we offer paid volunteer time and support company‑wide and local initiatives.

Paychex is an equal‑opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.