Customer Care Tax Expert

About This Role

This role is responsible for directly assisting customers with their tax profiles, employee tax information, and state setups. It focuses on providing a customer-first experience and contributing to the daily success of the Customer Care Tax teams.

Responsibilities

• Research payroll tax issues and provide timely resolutions
• Assist customers with tax related questions through phone and email
• Work with internal operations team and tax agencies to obtain accurate payroll tax account information
• Assist customers with identifying payroll tax jurisdiction account information and making routine updates
• Review and assist employers with reconciling payroll tax liability debits/credits
• Identify and resolve root cause discrepancies and recommend process improvements
• Collaborate with customers to complete Third-Party Agent (TPA) setup
• Correspond with tax agencies regarding tax notices, inquiries, penalty abatements/waivers, and tax clearances
• Assist in monthly, quarterly and annual tax filings

Requirements

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

Qualifications

• 2+ years of experience in a customer satisfaction role, 1+ years of prior payroll service bureau experience

Nice to Have

• MasterTax Experience
• FPC or CPP certification
• Associates or Bachelor’s Degree

Skills

* Required skills

Benefits