Senior Payroll Tax Specialist – Customer Service

The Senior Payroll Tax Specialist is responsible for customer service support for clients and ensuring payroll tax related issues are escalated to leadership.

What you will do

• The role serves as the initial point of entry for customer inquiry resolution (via phone, email, chat, or services cases) on a wide range of Payroll Tax related topics.
• Partners with internal colleagues / clients / customers to resolve Salesforce cases and creation/closure of Service Orders
• Case inquiries and follow up, email support and phone queue support
• Resolves low complexity, high volume Customer Service tasks as assigned
• Communicates internally with colleagues and externally via client cases, email and telephone as primary customer support for Payroll Tax Compliance, Reporting, and W2 support
• Escalates identified customer concerns or tax changes to leadership
• Ensures proper triage, escalation and effective resolution of more complex inquiries to the appropriate subject matter expert
• Documents all customer interactions in the CRM system (Salesforce)
• Manages open cases in CRM system to resolution in shortest possible timeframe while keeping customers regularly informed of status and anticipated resolution timing.
• Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to TriNet’s customer retention and customer satisfaction goals.
• Strives to deliver first contact resolution
• Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• General education, vocational training and/or on-the-job training – Preferred

Experience Qualifications

• Typically 2+ years

Skills and Abilities

• Strong Customer Service skills to interact with all of TriNet’s Clients and WSE’s
• Strong attention to detail
• Excellent interpersonal and communication skills
• Strong analytical, organizational and problem-solving skills
• Proficient in Salesforce
• Solid understanding of US payroll tax withholding for the federal, state, and local laws and regulations.
• Solid understanding of State Unemployment Taxes (SUTA) processes, laws and regulations.  payroll tax withholding for the federal, state, and local laws and regulations.

Licenses and Certifications

• CPP – Preferred
• FPC – Preferred

Work Environment

• Work in clean, pleasant, and comfortable office setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.

The salary range for this role is $50,100 to $102,200. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

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