Senior Customer Service Representative - SurePayroll

Paychex Deutschland GmbH; Saint Petersburg (FL); On-site; USD 28,413 - 40,467; Full time

Benefits offered by this job

Medical coverage

401(k) + employer match

Tuition reimbursement

Paid time off

Virtual wellness classes

Job summary

Paychex Deutschland GmbH is looking for a Customer Service Representative to provide exceptional service to SurePayroll customers. Your main responsibilities will include handling calls and chats to troubleshoot payroll issues and ensure accuracy of payroll tax filing.

If you have a minimum of one year experience in a customer service role and are ready to help clients with their inquiries, this position offers an hourly rate of $25, along with comprehensive benefits including medical coverage, and 401(k) matching.

Qualifications

• 1+ years of experience in a customer service or contact center environment.
• Ability to handle inbound calls and resolve client issues efficiently.
• Understanding of payroll processing and tax laws.

Responsibilities

• Handle inbound calls and online chats with clients.
• Troubleshoot payroll issues and ensure accuracy.
• Document client interactions in SalesForce.com.

Skills

Customer Service

Communication

Multitasking

Troubleshooting

Call Center Experience

Inbound Calls

Payroll Processing

Data Entry

Tax Laws

Billing

Education

Associate's Degree

Job description

Overview

Provide an exceptional service experience for SurePayroll customers handling incoming contacts from current clients regarding previously run payroll, payroll tax filing and ancillary services.

Responsibilities

• Handles inbound calls and online chats with SurePayroll clients in a contact center environment, helping clients with issues with previously run payrolls and questions regarding their account information to ensure accurate payroll processing and payroll tax filing. Handles escalated and complex issues regarding clients’ accounts.
• Troubleshoots payroll issues with clients such as direct deposit reversals, payroll adjustments, voided payrolls, amended tax returns, wage and hour reporting, deductions and benefits; assists with account setup for banking, employees and account administrator information to run payroll and ensure accuracy of past and future payroll and account data.
• Researches client issues and partners with other Customer Service, Tax, Advances Resolution/Amended Return, Payroll Operations and Finance team members to resolve issues affecting clients’ accounts.
• Completes paperwork for, and ensures processing of, billing issues, amended tax returns, voided payrolls, direct deposit reversals and payroll adjustments.
• Notates client contact in SalesForce.com system to document issues with their account and ensure that others servicing the client understand the interactions that have preceded the current issue.
• Continually builds payroll, payroll tax and SurePayroll systems knowledge through a mixture of classroom training, self‑guided learning and research (such as on www.irs.gov) to better serve our clients.
• Treats customers in a friendly and helpful manner, building confidence in our service and ability to help them resolve their issues.
• Manages call and hold time service levels to increase ability to service all incoming contacts and provide excellent service for each caller/chat client.
• Makes efficient use of time out of the call/chat queue to complete paperwork, conduct research, and contact clients to provide resolution if necessary.
• Provides advice, guidance and mentoring to less senior staff members to aid departmental efficiency.
• Must have experience in the Customer Service Representative role, or previous relevant external experience suitable to this senior level, and pass a skill‑based exam demonstrating proficiency with higher level payroll and payroll tax topics.

Qualifications

• Associate’s Degree – Preferred
• 1 year of experience in a customer service or contact center environment.
• 4 years of experience in a customer service or contact center environment.
• Customer Service – Preferred
• Communication – Preferred
• Multitasking – Preferred
• Troubleshooting (Problem Solving) – Preferred
• Problem Solving – Preferred
• Call Center Experience – Preferred
• Inbound Calls – Preferred
• Payroll Processing – Preferred
• Data Entry – Preferred
• Customer Inquiries – Preferred
• Tax Laws – Preferred
• Customer Relationship Management – Preferred
• Human Resources Information System (HRIS) – Preferred
• Customer Support – Preferred
• Billing – Preferred

Compensation

Typical hourly rate: $25.00 per hour. This includes base pay but does not cover other components of total rewards.

Live the Paychex Values

• 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.

What's in it for you?

• We offer over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and more.
• We value your time with paid time off, company holidays, culture days, and comprehensive work‑life balance programs to give you flexibility.
• We value your development through award‑winning training and development programs that provide ongoing learning opportunities.
• We value your perspective and encourage a culture where your voice is heard.
• We value our communities; we offer paid volunteer time and support company‑wide and local initiatives.

Equal Opportunity Employer

Paychex is an equal‑opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.