Supervisor, Customer Service - SurePayroll

Paychex Deutschland GmbH; Saint Petersburg (FL); On-site; USD 54,000 - 85,000; Full time

Benefits offered by this job

Medical coverage

401(k) matching

Tuition reimbursement

Adoption assistance

Paid time off

Job summary

Paychex opportunities in the United States offer a pathway to lead SurePayroll CSRs in payroll services. You’ll coach staff, direct performance reviews, and build productive client relationships while staying current with payroll laws.

This role emphasizes staff development, recruitment collaboration, and ensuring accurate, compliant payroll processing for clients, contributing to growth and client satisfaction.

Qualifications

• H.S. Diploma required.
• Associate’s degree preferred.
• 2 years of experience in customer service, call center, or payroll.

Responsibilities

• Supervises and directs SurePayroll CSRs; ensures quality client service.
• Provides coaching and performance evaluations; develops daily work skills.
• Maintains positive client relationships; coordinates with tax agencies.
• Makes hiring recommendations and handles merit increases, promotions, or terminations.
• Monitors training and education to advance staff.
• Keeps up-to-date on payroll laws and procedures.
• Partners with recruiting to interview and hire best talent.
• Works with clients to resolve issues and preserve client retention; supports revenue goals.
• Plans quarter- and year-end processes to provide timely tax documents.

Skills

Leadership

Coaching

Payroll knowledge

Education

High School Diploma

Associate’s Degree

Tools

Payroll system knowledge

Job description

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

Overview

Supervises and directs SurePayroll CSR's in the provision of payroll services to clients. Provides leadership and technical advice on product/system to resolve problems. Provides coaching to CSRs and manages performance, including conducting performance evaluations. Responsible for developing and improving the daily work duty skills. Develops a strong understanding of the skill levels of each employee and properly applies those skills to maintaining productivity levels. Establishes and maintains positive image with clients and Specialists. Plays active role in recruiting and interviewing potential new hires.

Responsibilities

• Supervises, coaches and develops staff; assigns, directs, and checks the work of assigned personnel to ensure quality client service.
• Provides expertise to resolve client concerns and policy or procedural issues. Collaborates with appropriate personnel to identify and resolve system problems.
• Establishes and maintains a positive, professional relationship with clients. Contacts tax agencies as needed. Fosters a cohesive relationship between service team and other departments to maintain a unified approach to management.
• Makes hiring recommendations and evaluates performance; recommends merit increases, promotion or termination, and disciplinary action to maximize organization performance. May act independently of Manager.
• Supervises knowledge level and skillset of personnel; recommends, implements, and monitors on-the-job training and education to further professional advancement of assigned personnel.
• Maintains knowledge of changes in payroll laws, policies and procedures to further personal professional development. Reviews and recommends changes to maintain the integrity of the payroll system.
• Partners with recruiting related to interviewing, and hiring to ensure that the best possible talent is hired.
• Works with client’s to resolve issues and review payroll service as needed to insure the company maintains the highest levels of client retention. Assists Manager to meet revenue and retention goals.
• Plans, coordinates, and organizes quarter- and year-end processes to provide accurate and timely tax documents to clients.

Qualifications

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

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $54,200.00/Yr - $85,200.00/Yr Annually. 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.