Sr Account Representative

UKG•Atlanta, GA

About The Position

We are seeking a dynamic, customer-focused individual to join our team as a Sr. Account Representative. In this role, you will support an assigned dedicated account base of customers within our Payment Services, Large Enterprise Customer team. You will be responsible for providing high-touch care, customer education, and support for assigned customers, including responding to client inquiries, handling and resolving assigned cases, and assisting with the processing of quarter-end tax filing. As a point of contact with these customers, you will set up and lead calls to address concerns, answer questions, provide root cause analysis, along with recommending best practices and resources to improve tax profile and filing accuracy. This is an exciting opportunity to make a significant impact on the customer experience and help shape the future of our organization.

Requirements

3+ years’ experience with either payroll, tax, tax compliance, and/or tax filing operations
3+ years of experience in a customer support role, with a focus on providing exceptional service and building strong customer relationships
Proficient in working with multiple systems and/or case tools such as Salesforce, Zendesk, Jira, etc.
Strong understanding of tax filing systems such as Master Tax
Demonstrated experience performing payroll tax reconciliations and analysis

Nice To Haves

Strong understanding of UKG Pro
Advanced analytical and strong problem-solving skills, with the ability to quickly assess complex situations and propose effective solutions
Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely
Proven ability to work in a fast-paced environment, handling multiple tasks and priorities simultaneously
Collaborative mindset with the ability to work effectively with cross-functional teams
Passion for customer satisfaction and a genuine desire to exceed customer expectations
Strong customer service skills (e.g., setting and meeting expectations, care & empathy, follow-up, etc.)
Proven time management strategies
Bachelor's degree in business, Accounting
FPC or CPP (Certified Payroll Professional) certification

Responsibilities

Provide high-touch care, education, and assistance to customers ensuring their satisfaction and resolving any issues or concerns they may have
Provide communication updates to customers, internal partners, and leadership via phone, case notes, and/or written emails
Research and respond to client inquiries via Salesforce through resolution
Ensure customer profile data is properly maintained, including educating clients on required jurisdictional data to avoid discrepancies that result in late payments and/or failure to file returns accurately
Address customer escalations regarding tax issues and provide critical care support as necessary
Works with the appropriate team members to address and facilitate timely resolution to tax inquiries, including amendments, original filing and tax notices
Engage with customers and internal partners who require Payment Services escalated or proactive support, addressing their specific needs and challenges
Provide support to address reconciliation discrepancies in preparation of quarter-end and year-end filings
Conduct and/or participate in client conference calls to address service issues, research, and resolve tax issues
Conduct training for new and existing clients on procedures, processes, and systems
Assist in the training and mentoring of others within the team
Builds and maintains strong peer relationships within the team and across the organization
Assist with other projects as assigned