Lead, Tax Resolution Specialist III

This position is open to all candidates who legally reside in and are eligible to work in the United States., 9:00 AM - 6:00 PM ET, Monday - FridayFull-TimeLead

Salary27 - 32 USD per hour

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Job Details

Experience: 3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices; 1+ years of experience handling customer escalations; 2+ years of experience in a leadership role within a customer support setting.
Required Skills: Customer serviceCustomer support

Requirements

Have 3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices.
Have 1+ years of experience handling customer escalations.
Have 2+ years of experience in a leadership role within a customer support setting.
Have working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings in all 50 states.
Be able to take initiative and build processes where none exist yet.
Be tech-savvy and able to learn technical subjects and new software quickly.
Have strong time management, organization, and prioritization skills to balance individual output and leadership responsibilities.
Be able to think conceptually and maintain high attention to detail.
Have strong people and customer service skills, including verbal and written communication with employees and customers at all levels.
Be able to stay calm and professional with frustrated customers.
Be able to work independently and in a team setting.
Be able to coach team members honestly and tactfully.
Have a High School Diploma or GED equivalent.

Responsibilities

Research tax notices in the queue, identify root causes, and communicate clear, accurate resolutions to customers.
Respond to inbound customer calls and emails about payroll tax issues.
Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions.
Learn Patriot's internal payroll tax software and help the team use it effectively.
Help the team support, improve, and build the online payroll tax engine.
Lead by example for the Tax Resolution Specialist and Tax Settings Specialist teams, setting standards for output, quality, and customer care.
Take escalated customer calls and guide them to professional, timely resolutions.
Monitor customer calls, review work, and give team members constructive feedback.
Partner with the Tax Manager on performance, productivity, knowledge gaps, coaching, training, and support.
Help define the Tax Settings function's standards and output measures, and ensure work flows smoothly between the Tax Resolution and Tax Settings teams.

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