Senior Payroll Customer Service Specialist

Swift Transportation•Phoenix, AZ

2d•Onsite

About The Position

Swift Transportation has been an Industry leader for many years with a profound history dating back to the 1960s. Swift is the largest truckload carrier in America with various locations throughout the nation that allow our drivers, shop employees, and office staff to cultivate strong connections. We are a company that is passionate about continual learning and improvement which in turn, allows for a diverse amount of advancement and growth opportunities. We place a strong emphasis on culture because we strongly believe that it is a key contributor in achieving overall results here at Swift.

Requirements

Two years previous customer service relations, payroll experience, training expertise or related experience preferred.
Transportation Industry or high volume payroll processing environment preferred.
Excellent communication (oral and written) and customer service skills; ability to analyze and evaluate complex subject matter and act on findings.
Must be self-motivated, able to succeed in a fast-paced, high-volume transaction-based environment while consistently meeting deadlines and maintaining compliance; proficiency in the use of MS Word and Excel, as well as basic office.
High School Diploma or GED

Responsibilities

Provide superior customer service to employees and independent contractors as the first point of contact for all confidential pay related questions received via incoming calls, email and directed messages according to established company standards.
Interpret and respond to pay related questions, conduct research and adjust pay as necessary.
Problem solve based on information from multiple sources and systems utilizing all tools available.
Provide support to Payroll Customer Service Specialists with a focus on improving service levels.
Handle escalated calls and train agents accordingly.
Identify training/coaching opportunities and assist in the development of training materials.
Research, review, input and approve transactional data required to ensure accurate and timely pay for employees and independent contractors.
Regularly provide support to other department personnel and additional payroll functions to meet deadlines; communicate and provide informal training regarding payroll processes while supporting company initiatives.
Comply with established payroll standards/policies and federal requirements.
Identify process improvement opportunities and make recommendations.
Gather and analyze customer feedback, suggest changes when needed for improvement in driver satisfaction and driver retention.
Evaluate driver personnel transactions and contract changes to ensure appropriate pay.
Assist in general office duties, additional payroll functions or special projects as needed.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in to meet company demands and expectations.