This is a bilingual position-must be proficient in English and Spanish
Please note: Temporarily Remote/Work from Home ("WFH") - this is an office-based position that is temporarily WFH. This position will return to the office on a date TBD.
Acts as initial point of contact for inbound participant requests and questions regarding HRS products. Maintains a high level of product and system knowledge to provide support to internal and external partners.
- Fields daily calls from HRS participants with questions regarding HRS products to provide a quality service experience.Logs and documents participant conversations/issues in an effort to minimize repeat callers and provide optimal service.Provides real-time technical support for the participant using the automated phone system and employee website to ensure efficient interactions. May conference participants into systems to help navigate through various menu options.Uses multiple computer software packages, including HRIS, Salesforce, Sungard, and ORS to answer specific participant questions and requests.
- Prioritizes caller and management issues to resolve critical or time-sensitive issues before less urgent issues and to ensure they are resolved in a timely manner.? Follows up on unresolved calls to ensure issue completion, accuracy of resolution, and compliance with resolution time frame expectations established by Operations partners.
- H.S. Diploma - Required
- Associate's Degree - Preferred
- 1 year of experience in Experience with HR- related products, including 401(k), Profit Sharing, S125, and other defined contribution plans is preferred. .
Paychex is dedicated to fostering a culture of intentional Inclusion and Diversity (I&D). Our valued employees and commitment to I&D is the essence of our internal and external success. Inclusivity is a key value of our corporate culture and is exemplified through our reputation as a top employer for employee development, diversity, and ethics, as well as a focus on fairness in recruitment, selection, and decision making.
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