Certain Paychex products have dedicated account coordinators assigned as contacts. These products can be identified in Salesforce by their client "Type" such as HR Solutions, ASO, PEO, or Premier. When clients with these types call requesting cancellations or billing adjustments, the service center representative should email the account coordinator with details of the call and set follow up expectations. The account coordinator is a resource to help resolve client issues or involve sales as needed.

1. What about ASO plans?
Certain Paychex products include the
benefit of a dedicated contact.
These products can be identified in
Salesforce by looking at the client
“Type.” If the type references; HR
Solutions, ASO, PEO, or Premier, a
specific individual will be assigned as
the contact person for that plan. All
inquiries on these plan types should
be directed to that individual. The
below image identifies where you
can locate the name of that
individual.
What Should I Include in the Email to the A/C?
• Plan name and number / caller name and contact information
• Explain the reason the client called into the Service Center
• Include what was discussed on the call and any action taken
• Notate if the caller was frustrated / upset at the end of the call
• State what follow up expectation was set for the A/C
Partnership!
Know that the Account Coordinator is
always willing to provide as much
assistance as needed. Please do not
hesitate to use them as a resource,
but also remember that the most
effective way to service the client is
to resolve their questions and
concerns on the first call.
When should I involve the Account Coordinator?
• When the client indicates they would like to cancel the plan
• When billing needs to be adjusted in order to retain the client
• When communication with the sales team is required
We Got It!
If you are contacted
by the sales team,
feel free to advise
them that they
should not be calling
into the CSC and
direct them to the
Account Coordinator.
Communication Example…
Good Afternoon,
I received a call from John Smith,
from company ABC (0011-12345678)
about cancelling his plan. John said
that the set-up fees were too high
and the company could not afford
them. He was not upset, but wanted
to make sure this was handled as
soon as possible. It’s best to reach
him in the mornings at 555-5555. I
let him know you would contact him
as soon as possible and to expect a
call within the next few days.
New Case Reference Notes!
What is the New Case
“Timeframe”?
There is no 90 day rule. Inregards
to refundingmonthlyadministrative
and set-upfees forplansthatwish
to cancel,the general practice isto
use the numberof billing cyclesthat
have occurredas a guide. If there
have been fewerthan 3 cycles,all
feescanbe refunded. If 3 or more
cycleshave occurred,the case
shouldbe processedasa standard
plantermination. One invoice may
include feesformultiplemonths. All
of the listedmonthsshouldbe
includedinthe determination.
Has a Credit Been
Issued?
To determine if a credit
has been issued, utilize
the Credit Adjustment
Database and search by
BIS ID. There can be
multiple entries for a
single client, so you may
need to click through
using the arrows at the
bottom of the screen to
locate the correct entry.
Verify the credit was
approved and processed.
Thank You!