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HRS Field Manager Support Representative

Company: Paychex
Location: Rochester
Posted on: June 8, 2021

Job Description:


Supports HRS District Sales Manager escalations and high level client contact. Researches, coordinates, and communicates necessary resolutions to HRS partners and external clients.

  • Maintains expected service level for zone level email queue; responds to varying levels of client escalations and presale inquiries within 24 hours to ensure proper resolution.
  • Partners with necessary departments to resolve escalated issues.
  • Provides HRS Sales Representatives with pre-sale technical support regarding IRS regulations, Paychex policy, HRS plan types and provisions, HRS plan set up process and paperwork to ensure that potential clients have information needed to make appropriate decisions regarding their 401(k) plan.
  • Partners with HRS Sales and 401(k)/Section 125 department to initiate and foster process improvements to ensure increased communication between organizations and achievement of goals.
  • Provides direction and second-level training to HRS Sales on new product offerings to reduce peaks in submission discrepancies.
  • Develops and maintains high level of Paychex 401(k) and Section 125 product knowledge to ensure that quality service is provided consistently.
  • Develops and maintains high level industry pension and retirement services knowledge to ensure that quality service is provided consistently.
  • Consults with Sales Managers regarding product options and client impact to ensure ongoing administration.
  • Analyzes and reports on incoming volume to identify trends and efficiencies.
  • Reviews HRS Sales, Operations, and Service materials and assists with revisions as needed to ensure accuracy of procedural and training documents.
  • Represents the department on initiatives and projects to ensure that departmental needs are met and that actions of the team are aligned with departmental goals.
  • Reviews, revises and maintains documentation related to the support team tasks regarding discrepancy resolution to ensure that cases are accurately reported for a seamless setup.


  • Associate's Degree - Preferred

Our Commitment

Paychex is dedicated to fostering a culture of intentional Inclusion and Diversity (I&D). Our valued employees and commitment to I&D is the essence of our internal and external success. Inclusivity is a key value of our corporate culture and is exemplified through our reputation as a top employer for employee development, diversity, and ethics, as well as a focus on fairness in recruitment, selection, and decision making.

Click here for more information on our corporate social responsibility.

Keywords: Paychex, Rochester , HRS Field Manager Support Representative, Other , Rochester, New York

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