Decreasing Customer Service

Customer service is lacking across all departments.

We need more training with the online payroll, 401K and WC portals. We were basically thrown in with minimal training.

Empathy.

Quick responses - Not allowing us the client to send multiple emails over the span of months to get one task done.

Accountability. If my payroll specialist is out, we should receive an email they are out and who is handling our account in their absence. I should not have to find out when I call in the day of payroll, see there is an issue and no one get back to me. Then when I ask my payroll specialist the following week what happened they tell me in a condescending tone, they were out sick and their only obligation was to alert her manager, so she did her job. Or our WC rep, take 6 months to set up our WC accounts, then wait another two months because no-one followed up behind him to see our WC was hanging out in limbo and now we have a bill for over a $1000.

When having issues with reps and I bring it to their managers attention they "seem" annoyed that they are being bother or answering emails with sparse notes.

When I owned my own business 20 years ago, it ran for 15 years before I moved on. I worked with Paychex then and for the most part it was great. Now as an Administrator/Director at this new company, I find customer service quality is suffering.

Paychex never explained when we open a 401K with them we would not have a broker assigned to us. Therefore we were not educated enough, for example...we did not know when you take out a loan pre-taxed you pay it back post tax. This is an important piece of info we could have used that would have impacted some of our employees when taking out a 401K loan.