Customer Service Representative (Rochester)

Title: Customer Service Representative (Recovery)

Duration: 6-12 months Contract to Hiire

Location: Hybrid in Rochester, NY 14625 (Tues - Thurs Onsite, Mon and Fri Remote)

Payrate: $24.00 - $25.00 per hr on W2

Job Description

The Recovery Representative supports active Paychex clients with past due balances, billing concerns, and account issues that may be impacting payment. The role requires

strong customer service, communication, problem-solving, and sound judgment to help resolve outstanding balances while supporting the ongoing client relationship.

Representatives work in a fast-paced environment and manage a mix of client calls, account research, written communication, and follow-up activity. Because each situation

can be different, the role requires the ability to evaluate information, make thoughtful decisions, and adapt to changing priorities while balancing client needs with business and financial considerations.

Call volume varies throughout the year, with approximately 20–30 inbound calls per day during slower periods and 50–80 during peak season.

Qualifications:

1. High School diploma and a minimum of 3 years of experience in customer service, finance, accounting, or payroll required.
2. Strong organization, communication, problem-solving, and decision-making skills required.
3. Must be comfortable communicating directly with clients, handling difficult or sensitive conversations, and evaluating situations that may require judgment rather than a strictly defined response.
4. Ability to work effectively in a fast-paced environment, manage multiple priorities, and adapt to changing business needs. Strong interpersonal skills and the ability to work collaboratively with clients and internal teams are important for success in the role.
5. Microsoft Word, Excel, and Access knowledge is preferred.

Key Responsibilities

• Develops and maintains knowledge of Paychex products and their corresponding systems to accurately make revenue decisions for the company.
• Fields and resolves billing and service concerns from clients and external partners.
• Works with active clients to understand the circumstances surrounding past due balances, including billing concerns, service issues, and financial challenges.
• Balances strong customer service and collection effectiveness to mitigate risk and financial exposure to Paychex while supporting revenue recovery and client retention.
• Negotiates solutions with clients, including payment arrangements and other appropriate resolutions within established guidelines.
• Handles client disputes with the support of available resources, working past due receivables to recover as much revenue as possible using established standards and guidelines
• Partners with internal service and sales teams when needed to research and resolve client billing or service concerns that may be impacting payment.
• Researches and analyzes customer accounts and individual client circumstances to support problem solving, sound decision-making, and appropriate resolution.
• Exercises judgment in situations that may not have a single prescribed solution, balancing client needs with business and financial considerations.
• Maintains daily inbound and outbound phone call requirements to meet forecasted call volumes and department standards.
• Communicates with clients through phone and written communication and completes related account follow-up and administrative work.
• Handles daily payroll holds to ensure timely client contact when past due balances are present for customers processing payroll.
• Navigates multiple systems, products, and account information to research issues and determine appropriate next steps.
• Adapts to changing priorities, processes, products, and business needs in a fast paced environment.
• Adheres to department policies and procedures.
• Participates in ongoing training to enhance product knowledge, systems

Top 3 Skills

1. Strong client-facing communication skills and comfort handling difficult or sensitive conversations

2. Sound judgment, problem-solving, and the ability to operate effectively in situations that are not always black and white

3. Ability to work efficiently, multitask, and adapt in a fast-paced, high-volume environment

Ideal Candidate:

Professional, positive, self-motivated, adaptable, and team-oriented. Strong work ethic, emotional intelligence, and the ability to communicate effectively with both clients and coworkers are important. Candidates should be comfortable making decisions, taking ownership of their work, and adjusting quickly as priorities or client situations change.

Preferred Background:

Customer service, banking, finance, sales, retail, hospitality, call center, or other client-facing experience can translate well. Prior collections experience is not required.

Candidates with collections backgrounds may be considered, but should demonstrate a strong customer-service approach rather than an overly aggressive collections style.

Additional Candidate Considerations:

Recent graduates and early-career candidates are welcome to be considered. The team is open to a broad range of experience levels and is willing to train candidates who demonstrate strong communication, professionalism, judgment, work ethic, and willingness to learn. Job stability is also considered, so please provide context for short term roles or frequent job changes when applicable.

Team Environment:

Collaborative, team-oriented environment with a strong emphasis on communication, adaptability, accountability, and positive attitude. The team operates in a performance-driven environment and values candidates who can work independently while also contributing positively to the broader group.