Customer Service Advisor

Maryland, MD - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Recruits develops and supervises personnel responsible for service and support of the MSP Online Services client base. Manages and coordinates daily operational activities to ensure efficient and effective service levels to support departmental standards and goals.

Directs reviews and supervises the activities of non-exempt staff to ensure that client service and departmental standards are met.
Recruits develops and guides staff with respect to daily activity in order to meet client service and departmental standards.
Manages employee work assignments and completes performance reviews to ensure that departmental client service standards are maintained.
Develops and adapts departmental processes to meet quality efficiency follow-up and process improvement objectives and to ensure that clients receive maximum benefit from Online Services applications and effective support and guidance on the Online Services suite.
Acts as departmental liaison/representative in meetings with other Paychex organizations to represent client and departmental interests.
Resolves client issues in an effective and timely manner to maximize client retention and satisfaction.
Utilizes key performance indicator reports to manage the actions of assigned personnel.
Reviews outbound client correspondence created by staff to ensure quality accuracy and compliance with guidelines set by Online Services Legal Marketing and Compliance departments.
Coordinates communications to outside parties including field offices and third party vendors to ensure compliance with guidelines.
Makes recommendations and proposals to managers for departmental operations and administrative process improvements.
Grants approval to direct reports for higher-risk task processing in order to resolve client issues in a timely manner.
Provides technical expertise during problem resolution process to ensure client satisfaction.
Resolves escalated problems and enlists the assistance of other personnel and groups as needed.

Required Experience:

Unclear Seniority

Directs reviews and supervises the activities of non-exempt staff to ensure that client service and departmental standards are met.
Recruits develops and guides staff with respect to daily activity in order to meet client service and departmental standards.
Manages employee work assignments and completes performance reviews to ensure that departmental client service standards are maintained.
Develops and adapts departmental processes to meet quality efficiency follow-up and process improvement objectives and to ensure that clients receive maximum benefit from Online Services applications and effective support and guidance on the Online Services suite.
Acts as departmental liaison/representative in meetings with other Paychex organizations to represent client and departmental interests.
Resolves client issues in an effective and timely manner to maximize client retention and satisfaction.
Utilizes key performance indicator reports to manage the actions of assigned personnel.
Reviews outbound client correspondence created by staff to ensure quality accuracy and compliance with guidelines set by Online Services Legal Marketing and Compliance departments.
Coordinates communications to outside parties including field offices and third party vendors to ensure compliance with guidelines.
Makes recommendations and proposals to managers for departmental operations and administrative process improvements.
Grants approval to direct reports for higher-risk task processing in order to resolve client issues in a timely manner.
Provides technical expertise during problem resolution process to ensure client satisfaction.
Resolves escalated problems and enlists the assistance of other personnel and groups as needed.

Required Experience:

Unclear Seniority

Key Skills

Sales Experience
Time Management
Order Management System
Customer Service
Dealership Experience
GM Vehicles
Retail Sales
Tire Service
Automotive Repair
OSHA
Service Writing
Automotive Service

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About Company

MSP Test 1

With 100+ office locations across the nation, Paychex produced $2.3 billion in revenue in fiscal 2013. The company offers an ever-growing variety of payroll and human resource products and services that help clients do what they do best - run their business. With a wide range of servi ... View more

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