Customer Care Tax Expert

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6d•Hybrid

About The Position

The Customer Care Tax Expert will be responsible for conversing directly with customers in all communication channels contributing to the day-to-day success of the Customer Care Tax teams. This individual will be responsible for assisting customers with their tax profiles, employee tax information, state set ups and related questions with a focus on providing a customer first experience. In addition, the Care Tax Expert will serve as a key contributor to larger team and organizational initiatives to drive improvement and efficiency as we continue to grow. The Customer Care Tax team works closely with our customers, tax agencies, and internal teams with a focus on our customers' payroll tax experience. We are committed to improving and transforming the customer experience by leveraging technology, driving innovation and reducing customer friction. Our primary focus is assisting our customers with their payroll tax preparation, maintenance and filings.

Requirements

2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
1+ years of prior payroll service bureau experience
Knowledge of payroll taxes including federal, state, local and paid family leave
Success operating independently and navigating competing priorities in a constantly changing environment
Strong communication, critical thinking, and problem-solving skills, with the ability to tailor your message to different audiences, evaluate issues from multiple angles, and navigate ambiguity and change with a proactive, solutions-oriented mindset
Strong organizational skills and time management, with the ability to prioritize and manage a high volume of customer cases
Experience working with sensitive/confidential information
Proficient in Microsoft Excel and Google Suite

Nice To Haves

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

Responsibilities

Research and resolve payroll tax notices and issues raised by customers or internal stakeholders, providing timely root cause analysis and clear recommendations
Support customers with tax-related questions across inbound phone (AI-routed and/or warm transfer), email, and chat channels
Partner with internal operations teams and tax agencies to obtain accurate payroll tax account information, ensuring timely and accurate filings and payments
Help customers identify and update payroll tax jurisdiction account information to keep filings and payments on schedule
Review and reconcile payroll tax liability debits/credits against customer bank accounts
Recommend process improvements to reduce recurring tax issues and improve filing efficiency
Support customers through Third-Party Agent (TPA) setup
Guide customers through completing Power of Attorney (POA) documentation and submit forms to tax agencies on their behalf
Correspond with tax agencies on payroll tax discrepancies, inquiries, penalty abatements/waivers, and tax clearances
Contribute to monthly, quarterly, and annual tax filings, plus special projects as assigned