Job Description : The Online Services Implementation Coordinator MSP / PLE is responsible for the timely and effective setup of Online Services applications and their integration with the Paychex Flex or other HRIS / payroll platforms.
The MSP / PLE Implementation Coordinator will consult with the client regarding their specific company operation in order to recommend best use of Online Services applications.
This role is responsible for providing new client training and emphasizing system functionality.
Utilizes multiple computer software packages, including HRIS, Online Service applications, SalesForce and ORS, to research and answer specific client requests or questions during the implementation process.
Consults with client regarding their specific company operation in order to recommend best use of Online Services applications.
Responsible for beginner to intermediate front and back end site customization updates as requested by the client to ensure the site meets the clients needs.
Maintains knowledge of all features of Online Services applications in order to customize setup for each client, teach clients to use Online Services features, drive further client utilization, and diagnose and resolve client issues.
Troubleshoots and resolves client technical issues related to Online Services application. Engages other Paychex organizations, including MMS Operations and MMS Sales, to coordinate cross-product client implementation support.
Resolves customer issues or complaints and escalates to supervisor as needed to optimize client satisfaction.
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.
Gathers and centralizes Online Services application issues and enhancement requests for submission to the program BAU process to ensure product enhancement in accordance with client expectations and industry trends.
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.