Benjamin Griffo Email & Phone Number

United States

Remote

Remote

Participate in all stages of the implementation life cycle (discovery, configuration, testing, deployment, post go-live support), under the direction of the Project Manager, and may lead one or more activities. Project responsibilities include; gathering customer requirements, configuring the Ceridian solution to meet documented customer requirements, setting and managing customer expectations, providing guidance to Associate Consultants, identifying risks and communicating issues to the Project Manager.

Remote

Provides exceptional service and support in implementing and resolving any customer software and hardware concerns and to ensure all products and applications are functioning properly.Researches and resolves client issues in a timely manner to optimize client experience and satisfaction. Test ideas in the database that can potentially help streamline manual processes and can make recommendations to leadership.Coordinates the installation of hardware and software for the assigned products for the clients so that the clients expectations are met.Ensuring assigned Timekeepers and Managers are properly trained in the product.Articulate clients attendance and policy needs and building those accurately into the Attendance on Demand and NOVAtime software.Create reports and distributing to team and clients.

Rochester, New York

Coordinates the installation of hardware and software for the assigned products for the clients so that the clients expectations are met.Provides technical service and support in troubleshooting and resolving any customer software and hardware concerns and to ensure all products and applications are functioning properly.Acts as a primary contact for the client during the implementation process and discusses the implementation plan and timeline.Partners with human resource representatives, operations and sales partners to ensure client satisfaction with the product.Researches and resolves client implementation issues in a timely manner to optimize client experience and satisfaction.Proactively ensures ongoing client satisfaction and the highest client retention levels by participating in proactive client calls and other retention oriented programs.Manage technical support with clients with multiple products while delivering exceptional customer service.Establishes and maintains a positive working relationship with clients, sales representatives, human resource representatives and other field representatives to promote Paychex quality service image.Identify and document any potential improvements in the procedures such as training, documentation and system enhancements in order to increase customer retention.Participates in special projects and department initiatives as requested.

Supports the General Ledger Reporting Service by fielding inbound calls and making outbound calls to clients and CPAs to support existing client base.Distributes product information internally to Paychex field personnel for the purpose of education and training of updates to the General Ledger Reporting Service.Meets department goals for telephone and e-mail response time to ensure quality customer service.Maintains knowledge of payroll and all ancillary products and services in order to assist branch personnel with general ledger and accounting issues.Assists clients and CPAs with entry of new client information into the General Ledger Reporting Service.Provides technical expertise regarding internet practices and PC functions in order to assist clients and CPAs with PC-related procedures, including file download, editing files, and import/export functions.Utilizes familiar accounting terminology when speaking with accountants, but is also able to interpret the needs of clients with limited accounting knowledge to ensure that appropriate level of customer service is provided.Logs phone calls and email in order to build and maintain a database of client and CPA interactions.