158 applicantsPosted by Agency

Company

TriNet · 1 day ago

Senior Payroll Tax Specialist - Customer Service

United States

Full-time

Remote

Mid, Senior Level

$50K/yr - $102K/yr

2+ years exp

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Bookkeeping and PayrollEnterprise Software

H1B Sponsor Likely

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SalesforceUS Payroll Tax KnowledgeSUTA KnowledgeCPP CertificationFPC Certification

Required

Typically 2+ years of experience

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

Preferred

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

CPP

FPC

Benefits

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

A comprehensive leave program

Company

TriNet

Glassdoor

3.6

TriNet provides HR solutions and services to small and medium-sized businesses.

Founded in 1988

San Leandro, California, USA

1,001-5,000 employees

http://trinet.com

H1B Sponsorship

TriNet has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (34)

2022 (99)

2021 (72)

2020 (107)