Customer Support Specialist, Payroll and Taxes

About This RoleAI processing…

Key Responsibilities

• 1
  Champion Customer Success: You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume.
• 2
  Stay Ahead of the Curve: You'll keep your finger on the pulse of our latest products and features, communicating updates to customers in a way that not only informs but delights.
• 3
  Thrive in a Fast-Paced Environment: Adaptability is your superpower! You'll swiftly navigate changes and solve customer issues, all while keeping up with the fast pace of our dynamic work environment.
• 4
  Grow Your Skills: Expand your critical thinking and deepen your Payroll and Tax product knowledge to tackle increasingly complex customer inquiries and become a true expert.
• 5
  Collaborate and Innovate: Work closely with your fellow advocates and collaborate across the company to influence product development, ensuring our solutions meet the evolving needs of our customers.
• 6
  Flex and Thrive: During our annual volume spikes from December through March, you'll step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO to deliver the best service possible.
• 7
  Exemplary Service with a “Search First” Mentality: You approach every customer interaction with a solution-oriented mindset, leveraging your skills to deliver outstanding service.

Requirements

• Experience: A minimum of 1+ years in the payroll industry with a foundational understanding of taxes, compliance, filings, and wage laws across multiple states. At least 2 years in a customer-facing role, ideally within a contact center, accounting, payroll, taxes, or benefits environment.
• Customer-focused: You excel at problem-solving and communication, always putting the customer first.
• Detail-oriented: You have a keen eye for detail and a strong affinity for working with numbers.
• Tech-Savvy: Proficient in GSuite and Mac. Familiarity with Salesforce, JIRA, and Slack is a bonus.
• Collaborative Team Player: You thrive in a team environment and are eager to contribute to our dynamic and supportive work culture.
• Proactive Self-Starter: You are a proactive problem solver with exceptional critical thinking skills, ready to take on a customer-focused role for at least 24 months.
• Calm Under Pressure: You possess strong conflict resolution skills and flourish in a fast-paced, dynamic environment.
• Dependable: Your references will confirm your reliability, with no patterns of attendance or tardiness issues.
• Ethical: You uphold strong values and recognize that this role's challenges are opportunities to demonstrate integrity to our customers.
• Excellent Communicator: You have a passion for writing and discussing technical concepts, can engage with a wide range of audiences, and understand the importance of listening to customers before delivering service

Perks & Benefits