Sr Account Representative

⦁ 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 ⦁ 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 ⦁ 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