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Robert Half Logo Robert Half · Customer Service

Service Specialist

United States, Rochester · Job Posted May 05, 2026
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Job Description

We are looking for a Service Specialist to support clients in Rochester, New York by delivering responsive assistance related to background screening and related service inquiries. This Long-term Contract position is ideal for someone who thrives in a fast-paced customer service environment, communicates confidently by phone and email, and stays organized while managing multiple priorities. The role requires a strong focus on accuracy, follow-through, and compliance, along with the ability to contribute ideas that improve team processes and service outcomes.

Job Responsibility

  • Provide timely and detail-focused support to clients using the HireRight background screening platform, ensuring a positive service experience
  • Monitor pending cases and proactively follow up on unresolved items to help meet established service level commitments
  • Maintain working knowledge of assigned Paychex services, applicable policies, and standard operating procedures to address client needs accurately
  • Record customer communications, case updates, and service actions thoroughly within internal systems
  • Enter and manage data with a high degree of accuracy while balancing urgent requests and daily workload priorities
  • Use business software and customer relationship tools effectively to research issues, complete tasks, and track service activity
  • Identify recurring service challenges and partner with leadership to recommend and support process enhancements
  • Assist less experienced team members by sharing guidance, best practices, and day-to-day support as needed

Requirements

  • At least 2 years of customer service experience in a detail-focused, high-volume environment
  • Comfort handling frequent inbound and outbound phone interactions with a confident phone presence
  • Experience conducting customer outreach and following through on open service items
  • Ability to work toward performance goals and metrics while maintaining service quality
  • Strong organizational skills with the ability to prioritize tasks and manage detailed data entry responsibilities
  • Familiarity with compliance-driven processes, service procedures, and policy-based decision-making
  • Proficiency with business systems or CRM platforms, such as Salesforce or similar software tools

What we offer

  • Medical, vision, dental, and life and disability insurance
  • Enrollment in company 401(k) plan
  • Free online training
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