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 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.

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), the Resolution Specialist will also improve client satisfaction and analyze client issues using root‑cause analysis.

• Assists with resolving escalated customer queries, providing strong knowledge of products and services and solving moderately to high complex problems, time‑sensitive inquiries, and multi‑tasking in high‑volume situations.
• Identifies and escalates issues to appropriate sources. Responds to escalated client requests in real time, providing education with the goal of achieving first‑contact resolution to help their business succeed and a remarkable, reproducible customer experience.
• Prepares analysis of client service breakdowns, understands trending 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 the lifecycle.
• Conducts deep dive analysis to identify root causes, brainstorms short and long‑term solutions, leads stakeholder meetings to prioritize and align on implementation timelines.
• Appropriately assesses risk when business decisions are made, demonstrating consideration for reputation and safeguarding Sure Payroll and its clients by driving compliance, applying sound ethical judgment, and escalating, managing, and reporting control issues with transparency.
• Partners 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, keeping the team apprised of projects and ensuring successful execution of assigned projects and deliverables.
• Performs impact analysis on identified preventatives and collaborates with product, technology, and operations teams to present solution documents. Maintains appropriate records of all escalations, ensuring all qualitative and quantitative targets are met and providing visibility of key customer issues and reporting 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

The starting base pay range for this position is $20.25 – $37.60 hourly. This range is the base pay only and does not consider other components of the total rewards package for the position.

• 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: 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption…