#1. Can I speak to the same payroll specialist every time I call?

Very often payroll companies are unable to give you a direct line to a specific person who will always be there to answer your payroll questions. It is frustrating and time-consuming when you have to repeat your issue to a different person to get the results you need. If this is a problem for you, make sure you are able to get one or two people at the payroll service company who knows you and your specific needs before you decide to use them.

Also, obtain a clear commitment to a high level of “personalized” customer service and assurance that you will be dealing with someone who is familiar with your account and handles it regularly.

How does Payroll Masters™ compare to others on this question?

When you become a Payroll Masters™ client you are assigned a Payroll Specialist, a specific person to help you with the implementation of the system and who will be your contact for you anytime you need to contact us. There is a backup to that person also assigned who will know your account and be able to help you when your assigned processor is out of the office when you call.

Service representatives at Payroll Masters, also called “Specialists”, are given three months of intensive training before they are allowed to help our customers without supervision by a seasoned, certified Specialist. Our processors are trained to ask questions if they don’t have the right answers instead of making assumptions that can create problems. We limit our processors’ caseload so that they are able to give the dedicated attention to each client as needed. If your assigned processor is on vacation or out ill, a backup-processor will handle your call; one that is either a supervisor who knows your account or by another processor who has enough experience to get the answers you need quickly without having to repeat your specific issues, saving you time in the resolution process.

Payroll Masters™ takes great care to hire only qualified staff to process payroll and provide customer service to our clients. The screening process includes past experience in payroll processing and testing by Payroll Masters™ and outside sources to be sure they meet all of the requirements for aptitude and competency before they are trained on our procedures for three additional months. Our training isn’t limited to payroll – we also make sure they are up-to-speed on minimum standards for customer service and have a clear understanding of every job and its impact on you.