Service Specialist - 401(k) Key Partner Service

Paychex; Phoenix (AZ); On-site; USD 2,755,000 - 3,582,000; Full time

Benefits offered by this job

Medical coverage

Tuition reimbursement

401(k) employer match

Adoption assistance

Financial assistance

Job summary

Paychex is seeking a customer service professional to support multiple Paychex products via phone, email, chat, and other channels. You will follow up on items to close cases within established SLAs and build knowledge of products and policies.

You will identify process improvements, document interactions, and mentor newer teammates while handling data entry with strong organization. This role emphasizes service quality and teamwork.

Qualifications

• Bachelor's Degree preferred.
• Business/finance degree acceptable in lieu of service experience.
• Customer service/call center experience is preferred.
• 401k Retirement Services experience is preferred.

Responsibilities

• Delivers quality service to Paychex clients via phone, email, chat, and other avenues.
• Follows up on outstanding items to issue completion in compliance with SLAs.
• Develops and maintains knowledge of Paychex products and policies.
• Identifies opportunities for process improvement and works with leaders to implement.
• Documents all interactions and mentors less experienced teammates.
• Performs data input with strong prioritization and organization.

Skills

Bachelor's Degree - Preferred

Customer service/call center

knowledge of Paychex products

ability to follow guidelines

Education

Bachelor's Degree

Business/Finance degree acceptable in lieu of experience

Tools

HRIS

Salesforce

Flex

Core Advanced

ORS

Job description

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

Overview

Under a moderate level of guidance and direction, provides customer service for one or more Paychex products. Uses prescribed guidelines to ensure good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with Paychex policies and procedures. Builds knowledge of the organization, processes, and customers.

Responsibilities

• Delivers quality service to Paychex clients via phone, email, chat, and other avenues
• Follows up on outstanding items to issue completion in compliance with established Service Level Agreements
• Develops and maintains an intermediate working knowledge of one or more Paychex products, as well as industry policies and procedures
• Identifies opportunities for process improvement and works with leaders to implement
• Demonstrates intermediate skill level with systems and software packages, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS
• Documents all interactions
• Serves as a mentor for less experienced teammates
• Performs data input, maintaining strong prioritization and organization

Qualifications

• Bachelor's Degree - Preferred
• Degree in business/finance can be accepted in lieu of service experience
• customer service/call center experience is preferred
• 401k Retirement Services experience is preferred

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $20.00-$26.00/hour. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

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 value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.

Not sure if you meet every requirement?

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

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 their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.