Senior Client Retention Specialist — Growth & Impact

Paychex; Saint Petersburg (FL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical coverage

401(k) + employer match

Tuition reimbursement

Adoption assistance

Paid time off

Job summary

Paychex in Saint Petersburg, FL is hiring a Client Retention Specialist to identify at‑risk accounts across multiple product lines and proactively resolve issues to improve the client experience. You will support retention campaigns and collaborate with sales to lift the overall client relationship.

The role requires 2 years in customer service or telemarketing, plus 1 year in client retention, with an Associate's degree preferred. Comprehensive benefits and growth opportunities are provided.

Qualifications

• 2 years of experience in a customer service center/telemarketing.
• 2 years of experience in general business experience, benefits and/or payroll a plus.
• 1 year of experience in successful performance as a Client Retention Specialist.

Responsibilities

• Utilize the MDDS to identify high risk/high revenue clients and proactively contact them to resolve issues and improve the client experience.
• Respond to second level requests from the field to contact at-risk clients and address concerns appropriately.
• Perform in-depth needs analyses during client interactions and stay updated on Paychex products and services.
• Respond to Voice of the Customer surveys and promote closed-loop resolutions with every interaction.
• Participate in large market retention campaigns and provide feedback to address root causes.
• Assist sales reps on save attempts to strengthen retention efforts.
• Provide queue support to Client Advocates and represent the Office of the President for executive escalations.
• Mentor first level Client Experience Associates.
• Other duties as assigned to support the position's function.

Skills

Customer service

Telemarketing

Benefits/payroll knowledge

Client retention

Education

HS Diploma

Associate's Degree

Job description

Paychex in Saint Petersburg, FL is hiring a Client Retention Specialist to identify at‑risk accounts across multiple product lines and proactively resolve issues to improve the client experience. You will support retention campaigns and collaborate with sales to lift the overall client relationship.

The role requires 2 years in customer service or telemarketing, plus 1 year in client retention, with an Associate's degree preferred. Comprehensive benefits and growth opportunities are provided.