A Payroll Specialist will be the primary contact for all customer inquiries. A Payroll Specialist provides excellent customer service support, resolves client issues using effective problem solving skills, supports client satisfaction and retention goals, trains newer clients on Internet Payroll. A Payroll Specialist will continually develop professional skills, update knowledge as new releases of Internet product occur or product enhancements are implemented. A Payroll Specialist will be capable of handling up to 10 or more calls per hour, assisting customers with their questions relating to their payroll, taxes, reports, benefits, general ledger, and other payroll & human resource maters. A Payroll Specialist will posses;

• Payroll knowledge
• Accounting and Bookkeeping knowledge
• Call Center/Help Desk background
• The ability to meet deadlines
• Flexibility to work in a team environment as well as individually

A Payroll Specialist will be responsible for;

• Being accountable and responsible for all aspects of quality service for clients
• Providing accurate information for payroll and tax-related issues
• Resolving client concerns relating to payroll related questions and systems issues
• Explaining the benefits of additional reports and products that the client does not use
• Participating in designated client calling and other retention oriented programs
• Keeping abreast of the Company’s services, system and software changes, and changes in wage and tax law
• Recognizing when an issue must be escalated to another area for resolution
• Continue to work with client until it is determined that client clearly understands the solution provided
• Calling clients on a proactive basis to ensure;
• Customer satisfaction and retention
• That current product features are being utilized and understood
• Review the major issues with the Customer Service Analyst
• Maintains a team orientation in dealing with fellow associates
• Provides quality service

Other related or new duties may be assigned to the Payroll Specialist in other areas of the Company to provide additional backup and support.

Previous Training, Certifications, and Education in Payroll and Accounting related curriculum is required. Degree in Accounting (Associates or Bachelors), related certifications (CPP, CPA) is a plus.

A Payroll Specialist is expected to make day to day decisions regarding Client Services, scheduling, processing, training, solving customer problems and other related matters that are within the area of responsibilities and are consistent with the prevailing Department and Company policies.

None.

Excellent oral and written communication and analytical skills required. Must be able to work under time constraints and meet daily, weekly and monthly deadlines.

None.

Personal Computer, Internet, Calculator, MS Office (Word, Excel, Outlook), Act!, CSM

Must have excellent telephone skills, be able to function in a team environment, and be PC literate (MS Office, Lotus Notes). A Payroll Specialist must possess or develop:

• Quality service orientation
• Strong focus on customer satisfaction and detail
• Demonstrated ability in problem solving
• Ability to meet deadlines
• Flexibility to work in a team environment as well as individually
• Required Skills
• Payroll knowledge
• Accounting knowledge
• Internet experience and PC literate
• Microsoft Office (Excel, Word, and Outlook)
• Sufficient skill to type and enter alpha and numeric data
• Professional telephone etiquette
• High volume Call Center/Help Desk background preferred