Customer Service Representative

Matlen Silver; City of Rochester (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Matlen Silver seeks a qualified professional to manage revenue decisions, handle client billing concerns, and support payroll processes. The role demands strong communication, problem solving, and ability to work across multiple systems in a fast-paced environment.

Responsibilities include resolving past due balances, negotiating payment arrangements, and collaborating with service and sales teams to protect revenue and client satisfaction.

Qualifications

• High School diploma required; 3+ years in customer service, finance, accounting, or payroll.
• Strong organization, communication, problem-solving, and decision-making skills.
• Comfortable with direct client conversations and sensitive discussions.
• Ability to manage multiple priorities in a fast-paced environment.
• Microsoft Word, Excel, and Access knowledge preferred.

Responsibilities

• Develops and maintains knowledge of Paychex products and systems to inform revenue decisions.
• Fields and resolves billing and service concerns from clients and external partners.
• Works with active clients to understand past due balances and related financial issues.
• Balances customer service with collection effectiveness to mitigate risk and recover revenue.
• Negotiates solutions including payment arrangements within guidelines.
• Handles client disputes with available resources while pursuing past due receivables.
• Partners with internal service and sales teams to resolve billing concerns affecting payment.
• Researches and analyzes customer accounts to support problem solving and decision-making.
• Exhibits judgment in situations without a single prescribed solution.
• Maintains daily inbound/outbound call requirements to meet forecasted call volumes.
• Communicates with clients by phone and written channels and completes follow-up tasks.
• Handles daily payroll holds to ensure timely client contact for payroll processing.
• Navigates multiple systems and account information to research issues and determine steps.
• Adapts to changing priorities, processes, and business needs.

Skills

Organization

Communication

Problem solving

Decision making

Microsoft Word

Microsoft Excel

Microsoft Access

Education

High School diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Job description

Qualifications:

• High School diploma and a minimum of 3 years of experience in customer service, finance, accounting, or payroll required.


• Strong organization, communication, problem-solving, and decision-making skills required.


• Must be comfortable communicating directly with clients, handling difficult or sensitive conversations, and evaluating situations that may require judgment rather than a strictly defined response.


• Ability to work effectively in a fast-paced environment, manage multiple priorities, and adapt to changing business needs. Strong interpersonal skills and the ability to work collaboratively with clients and internal teams are important for success in the role.


• Microsoft Word, Excel, and Access knowledge is preferred.

Key Responsibilities

• Develops and maintains knowledge of Paychex products and their corresponding systems to accurately make revenue decisions for the company.


• Fields and resolves billing and service concerns from clients and external partners


• Works with active clients to understand the circumstances surrounding past due balances, including billing concerns, service issues, and financial challenges.


• Balances strong customer service and collection effectiveness to mitigate risk and financial exposure to Paychex while supporting revenue recovery and client retention.


• Negotiates solutions with clients, including payment arrangements and other appropriate resolutions within established guidelines.


• Handles client disputes with the support of available resources, working past due receivables to recover as much revenue as possible using established standards and guidelines


• Partners with internal service and sales teams when needed to research and resolve client billing or service concerns that may be impacting payment.


• Researches and analyzes customer accounts and individual client circumstances to support problem solving, sound decision-making, and appropriate resolution.


• Exercises judgment in situations that may not have a single prescribed solution, balancing client needs with business and financial considerations.


• Maintains daily inbound and outbound phone call requirements to meet forecasted call volumes and department standards.


• Communicates with clients through phone and written communication and completes related account follow-up and administrative work.


• Handles daily payroll holds to ensure timely client contact when past due balances are present for customers processing payroll.


• Navigates multiple systems, products,and account information to research issues and determine appropriate next steps.


• Adapts to changing priorities, processes, products, and business needs in a fast-paced environment.


• Adheres to department policies and procedures.


• Participates in ongoing training to enhance product knowledge, systems knowledge, and job-related skills.


• Contributes to a collaborative, professional, and positive team environment.