Customer Care Tax Expert

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Requirements:

• 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• 2+ years of prior payroll service bureau experience and knowledge of payroll taxes including federal, state, local and paid family leave
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong critical problem solving, customer communication, organizational, and influencing skills
• Experience working with sensitive/confidential information
• Proficient in Microsoft Excel and Google Suite

Responsibilities:

• Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions
• Assist customers with tax related questions through inbound warm transferred phone calls and inbound customer emails
• Work with internal operations team and tax agencies to obtain accurate payroll tax account information to ensure accurate and timely payroll tax filings and payments
• Assist customers with identifying their payroll tax jurisdiction account information and making routine updates as needed to ensure timely filing and payment of payroll tax obligations
• Review and assist employers with reconciling payroll tax liability debits/credits to their bank accounts.
• Identify and resolve root cause discrepancies and recommend process improvements to reduce tax issues and improve payroll tax filing efficiencies.
• Collaborate with customers to complete Third-Party Agent (TPA) setup
• Correspond with tax agencies regarding tax notices, inquiries, tax penalty abatements/waivers and tax clearances
• Assist in monthly, quarterly and annual tax filings and participate in special projects and/or other duties assigned