Sr Client Retention Specialist

Paychex; Phoenix (AZ); Sur place; USD 52 000 - 68 000; Plein temps

Résumé du poste

Paychex is seeking a Client Experience Specialist in Phoenix to identify at-risk clients across multiple product lines, perform needs analyses, and coordinate with Paychex teams to improve retention and client satisfaction.

You will respond to Voice of the Customer surveys, support sales on retention saves, and mentor junior staff while supporting escalations as needed.

Qualifications

• H.S. Diploma - Required.
• Associate's Degree - Preferred.
• 2 years of experience in customer service center/ telemarketing.

Responsabilités

• Identify and proactively contact high risk/high revenue clients across multiple product lines to improve retention.
• Respond to second level requests from the field to contact clients at risk and coordinate with the appropriate business unit.
• Perform in-depth needs analysis during client interactions and evaluate Paychex products to meet business needs.
• Respond to Voice of the Customer surveys to ensure client needs are addressed and promote closed-loop resolutions.
• Participate in large market retention campaigns and provide feedback to address root causes.
• May accompany sales reps on save attempts to support retention efforts.
• Provide queue support to Client Advocates and represent the Office of the President for executive escalations.
• Act as a mentor for first level Client Experience Associates.

Connaissances

Customer service

Telemarketing

Formation

HS Diploma

Associate's Degree

Description du poste

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

• Utilize the Modeling Dynamic Delivery System (MDDS) to identify and proactively contact high risk/high revenue clients across multiple product lines and facilitate resolution of any outstanding issues to improve the overall client experience and improve company loss rate.
• Respond to second level requests from the field to contact clients who are identified as being at risk utilizing the HS0001 form. Address client concerns appropriately and follow up with the appropriate business unit as necessary.
• Perform an in depth needs analysis during client interactions. Maintains current knowledge of Paychex products and services. Evaluate a client’s suite of products and make any recommendation to ensure their business needs are met.
• Respond to Voice of the Customer surveys to ensure client’s needs are addressed and promote closed loop resolutions with every interaction
• Participates in various large market retention campaigns targeting specific client segments across multiple product lines. Provide feedback to the business unit to assist in determining any patterns make recommendations to address root cause.
• May accompany sales reps as needed on save attempts to add support and improve the retention effort.
• Provide queue support to the Client Advocates. Represents the Office of the President for any executive escalations.
• Act as a mentor for first level Client Experience Associates.
• Other duties as assigned to support the general purpose of the position's function.

Qualifications

• H.S. Diploma - Required
• Associate's Degree - Preferred
• 2 years of experience in 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.

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.

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.