LMS Online Services Support Advisor

Paychex • Phoenix, AZ 85002

Posted 2 weeks ago

Job Description


Provides support for clients and internal partners through inbound calls, e-mails and IM's with questions relating to the Learning Management System (LMS).

* Supports LMS clients and internal partners with questions, troubleshooting and training of products to ensure a quality service experience for our clients.

* Utilizes multiple computer software packages, including HRIS, Online Service applications, SalesForce and ORS, to research and answer specific client requests or questions.

* Participates in proactive client calls and other retention-oriented programs to ensure ongoing client satisfaction and high retention levels.

* Logs and documents client conversations/issues to capture trends and troubleshoot specific HRIS, payroll or related system, product, or procedural issues.

* Establishes and maintains a positive working relationship with clients, Sales Representatives, Human Resource Representatives, and other Paychex personnel to promote Paychex' quality service standards.

* Researches and resolves billing issues from clients or field representatives to ensure accurate billing and to promote client satisfaction.

* Participates in special projects and department initiatives to facilitate ongoing product and process improvements.

* Manages and prioritizes workload daily to meet or exceed established department productivity and quality expectations to guarantee client satisfaction and to ensure client follow up occurs within established timeframes.

* Attends ongoing trainings to enhance product, system and payroll knowledge resulting in a higher level of customer service.


* H.S. Diploma - Required

* Associate's Degree - Preferred

* 2 years of experience in customer service/call center.

* Strong verbal communication and listening skills.

* Demonstrates written communication skills.

* Attention to Detail

* Stable Work History


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