Paychex · 1 month ago
Client Resolution Specialist
Cincinnati, OH
Full-time
Onsite
Mid Level
$20.25/hr - $37.60/hr
3+ years expPaychex is a leader in simplifying HR, payroll, and benefits for American businesses. The Client Resolution Specialist is responsible for managing and resolving high-priority customer issues while ensuring timely resolution and maintaining customer satisfaction. This role involves analyzing client issues, coordinating with relevant teams, and fostering process improvements.
AccountingBookkeeping and PayrollFinancial ServicesHuman ResourcesSoftware
Responsibilities
Assists with resolving escalated customer queries, provides strong knowledge of products/services and solves moderately to high complex problems, time sensitive inquiries, and multi-task in high-volume situations
Identifies and escalates issues to appropriate sources. Responds to escalated client requests in real time, providing education to them with the goal of achieving first contact resolution to help their business succeed, as well as a remarkable, reproducible customer experience
Prepares analysis of client service breakdowns as well as understands the trending on the 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 their lifecycle
Conduct deep dive analysis to identify root causes of issues, brainstorm short and long-term solutions, lead stakeholder meetings to prioritize and align on implementation timelines
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the reputation and safeguarding SurePayroll and its clients, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
Partner 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. Keeps team apprised of projects, and ensures successful execution of assigned projects and deliverables
Perform impact analysis on identified preventatives and collaborate with product, technology, and operations teams to present solution documents. Maintain appropriate records of all escalations, ensuring all qualitative and quantitative targets are met, providing appropriate visibility of key customer issues and reporting on them as needed
Other duties as assigned to support the general purpose of this position's function
Qualification
Required
2 years of experience in Professional work experience in a payroll service environment
3 years of experience in Professional work experience in a customer service or contact center environment
Preferred
Bachelor's Degree
Benefits
Medical coverage
Virtual wellness classes
Tuition reimbursement
401(k) + employer match
Adoption assistance
Financial assistance
Paid time off
Company holidays
Culture days
Comprehensive work-life balance programs
Ongoing learning opportunities
Paid time off for volunteerism
Company
Paychex
Paychex is a human capital management company that delivers advisory solutions in human resources, employee benefit solutions, and payroll.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$4.2B2025-04-08Post Ipo Debt· $4.2B
1983-08-29IPO
Leadership Team
John Gibson
President and Chief Executive Officer
Robert L. Schrader
Senior Vice President and Chief Financial Officer
Recent News
2026-01-20
Rochester Business Journal
2026-01-20
Small Business Trends
2026-01-16
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