Overview
This role involves maintaining tax profile data for customers, processing profile update requests received via customer cases, and capturing electronic or published data from Federal, State, Local, and Territorial taxing agencies. The data is then accurately input into multiple systems such as TaxEx and Workday.
Responsibilities
- Serve as the primary point of contact for customers regarding systems, basic tax inquiries, and tax applications.
- Manage cases for assigned customer teams, providing professional and timely responses to both internal and external customers.
- Collaborate with other departments as needed to resolve customer issues.
- Update customer information in internal systems, including TPA, rate information, and customer profile details.
- Support and manage proactive customer cases related to Workday data and/or configuration anomalies that could impact filing.
- Provide feedback to leadership about missing FAQs or customer knowledge gaps to improve inquiry response times and accuracy.
- Review and analyze employee and employer level Payroll Tax data on behalf of customers.
- Meet quality and production metrics established for the position.
- Perform additional duties and special projects as assigned.
Requirements
- Strong verbal and written communication skills.
- Ability to establish and maintain effective working relationships.
- Proficiency in Microsoft Office Suite, including Excel.
- Data analytics skills.
- Attention to detail and strong organizational skills.
- Effective time management and ability to manage multiple projects with various deadlines in a fast-paced environment.
- Working knowledge of tax rules and requirements.
- Working knowledge and language of Payroll and Payroll Tax business areas.
- Minimum of 2 years of customer service experience.
Preferred Qualifications
- Experience with multistate business tax registrations and/or licensing.
- Associate degree in a related field.
- Payroll outsourcing experience.
- Previous experience working with TaxEx, Workday, PeopleSoft, or other ERP HR/Payroll systems/applications.
Supervisory Responsibility
Compensation & Benefits
Location