Customer Service Representative

POSITION SUMMARY: The Client Service Representative is responsible for processing client payrolls and serving as an initial point of contact for the resolution of client concerns. This position must provide high-quality client service and work to resolve each solution efficiently. The payroll specialist will report to the Manager of Client Services. This position is not qualified for remote work and will report to our offices.

Essential Functions of the Position Include:

• Processes payrolls, including but not limited to, wage adjustments, benefits, garnishments, child support and liens, tax withholding, direct deposit, special withholdings, leave of absence and termination.
• Establishes payroll schedule and coordinates with other departments to ensure a timely and accurate payroll for clients.
• Resolve client problems to ensure accurate payroll reports and tax returns.
• Prepares vouchers, invoices, checks, account statements, reports and other records and reviews with clients for accuracy.
• Contacts clients to set schedules to obtain payroll data, including salary adjustments, special payments, tax allocations and employee deductions or adjustments.
• Reconciles scheduling conflicts when holidays impact payroll.
• Processes multi-employer and multi-state payrolls including garnishments, benefits, and taxes according to federal and state wage and hour regulations.
• Provides quality client service to maintain a high rate of client retention.
• Corresponds with Internal Business Partners to resolve client concerns regarding federal, state, and local tax agency related problems.
• Provide accurate, valid and complete information by using the right processes, policies and procedures.
• Knowledge of CRM system to assist with management of clients.
• Keep records of customer interactions, process customer accounts and file documents through various company software.
• Maintains knowledge of the payroll processing system and changes in wage and tax laws to advise clients.
• Identifies opportunities to upsell EBC products and services.
• Other duties as assigned.

Position Qualifications:

• EDUCATION:
• High school diploma, GED, or equivalent required.
• Bachelor’s degree in Business, Finance, or Accounting preferred, or experience in related field.
• EXPERIENCE:
• At least one year of experience with payroll processing systems preferred.
• At least one year of experience in a customer service position preferred.
• Experience with Asure and UKG products preferred.
• Knowledge of Federal, State, and Local tax and bank laws preferred.
• Proven ability to work in a fast-paced, call-center environment preferred.
• SKILLS:
• Microsoft Office - Word, Excel, Outlook, Teams.
• Exceptional customer service skills.
• Strong organizational and interpersonal skills, and ability to maintain appropriate levels of confidentiality.
• Strong written and verbal communication skills.
• Ability to work with minimum supervision and be self-motivated.
• Ability to organize and manage multiple priorities.
• Ability to effectively communicate with internal business partners across the organization.
• Ability to act as a representative for the organization to the community.
• Demonstrated problem solving/ analytic skills.
• Strong attention to detail.

EEO Statement:

EBC HR & Payroll Solutions, Inc. is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics