Acts as the client service owner for clients with responsibility for client retention, client satisfaction, and revenue growth. Works with internal partners and leadership at all levels to resolve client concerns and enhance the client experience by providing best-in-class service. Works to entrench our position in the marketplace as a quality human resource services provider and differentiate us from our competitors.
Responsibilities
- Performs an in-depth business needs analysis during client interactions and through business assessments and action plans. Evaluate a client's suite of products and make any recommendations to ensure their business needs are met and promote revenue growth and retention.
- Serves as a liaison between clients and the PEO to resolve clients' concerns, escalate issues where appropriate, ensure clients' requests, and questions are addressed and the loop is closed, and oversees service issues by leveraging internal partners for quick resolution.
- Ensures ongoing client satisfaction and high client retention by leveraging the PEO value proposition and participating in client satisfaction and retention-oriented programs.
- Maintains current knowledge of Paychex products and services and ensures that the client understands the full value of our PEO offerings by providing client education.
- Partners and works directly with members of the leadership team to research and resolve high-level client concerns. Works under strict deadlines and confidentiality requirements to address client concerns promptly and to protect client satisfaction and revenue.
- Initiates and fosters process improvement through partnership in all areas and levels of the organization. Acts as a lead and participant in team and Service initiatives. Keeps team apprised of projects and ensures successful execution of assigned projects and deliverables.
- Other duties as assigned to support the general purpose of this position's function.
Qualifications
- Associate's Degree - Required
- Bachelor's Degree - Preferred
- 3 years of experience in relationship management or customer service experience role.
- Strong verbal communication and listening skills.
- Demonstrates time management and priority setting skills.
- Ability to build strong customer relationships.
Compensation
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $22.12 - $35.50 hourly. 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.
EOE, including disability/vets