S125 Service Associate

Job Description

Job Description

We are looking for a dedicated and detail-oriented S125 Service Associate to provide exceptional customer service support for Paychex products within the Client Service Center. In this long-term contract position, you will handle customer inquiries, resolve claims, and educate participants and administrators on policies and procedures. This role is based in Rochester, New York, and offers an excellent opportunity to develop expertise in employee benefits and insurance-related services.

Responsibilities :

• Respond to inbound calls from participants and plan administrators, addressing inquiries and resolving issues promptly.
• Educate clients and participants on S125 products, Paychex policies, and regulatory guidelines to ensure a clear understanding.
• Escalate complex tasks or documentation to appropriate teams for further resolution and follow-up.
• Maintain accurate documentation of all interactions and perform data entry with precision.
• Utilize multiple software systems, including Salesforce and Adobe Flex, to manage client information and workflow.
• Develop and sustain a foundational knowledge of Paychex products and services to provide informed support.
• Prioritize and organize tasks effectively to meet service deadlines and client expectations.
• Research and troubleshoot customer concerns to deliver effective solutions.
• Ensure compliance with company policies and IRS regulations during all customer interactions.
• Support the team in maintaining high standards of customer satisfaction and service quality.
• Associate’s degree is preferred but not required.
• At least one year of experience in client or customer service.
• Strong research and problem-solving abilities to address customer concerns.
• Proficient computer skills and ability to multitask across multiple screens.
• Experience in employee benefits, health insurance, or claims handling is preferred.
• Familiarity with HRIS systems and call center operations.
• Excellent verbal and written communication skills to interact effectively with clients.
• Ability to work independently while managing multiple priorities in a fast-paced environment.