Customer Support Coordinator - Payroll Services

Title: Customer Support Representative - Payroll Services

Location: Golden Valley, MN.

Schedule: Full time Monday-Friday typical daytime hours. Employees are eligible to work from home 2 days a week after 90 days of employment.

Wage: $25.50 hourly wage including a Full Time benefit package

We are a management services company based in Golden Valley, Minnesota that is committed to providing our clients with services of the highest quality. We are unique in that we provide our management services as a company that truly understands the field of human services. Orion Associates has spent more than 20 years serving people with intellectual disabilities, mental health diagnosis, the elderly and their families. Our mission is for the people we serve to be able to realize their dreams, and we do that by providing services of the finest quality. Creativity, innovation and expertise are highly valued among our team. We hold ourselves to the highest ethics, maintain excellent standards and always strive to do our best. Above all, we work to uphold a tradition of exceptional service and care for others.

The Customer Support Coordinator is responsible for supporting customers and payroll department functions. The Customer Support Coordinator will partner internally and externally for timely resolution of customer issues from start to finish; duties and processes include the following:

• Collaborates directly with customers, Support Coordinators/Case Managers, internal payroll and program team members, and budget and billing departments.

• Monitors and responds to customer requests/inquiries via incoming phone calls and emails within established company policies, guidelines, and contract requirements.

• May assign customer service requests/inquiries to team members and/or other department personnel depending on the nature of the customer request and according to company procedures.

• Identify root problems of payroll and EVV issues through research, coordination of corrective actions, revision requests and necessary follow-up until the issue resolution is complete.

• Make outgoing communications to employers of record, workers, support coordinators via phone calls and emails to inform them of the problem and steps needed for resolution.

• Processes employee documents according to company policies and procedures. Including but not limited to; change notices, direct deposits, W-4’s, etc.

• Performs payroll data audits by running reports and looking for missing or incorrect information. Example: pay codes, EBS card setup, terms. Makes necessary corrections

• Assists the Payroll Tax Coordinator with New Employer packet issue reach out/resolution.

• Provides support and training to other customer service team members.

• Responsible for processing special payrolls, at the discretion of the Payroll Supervisor.

• Process improvement
  • Work with payroll specialist to identify areas where improvements can be made.
    • Propose improvements in writing to supervisor.

• Assists with requests for verifications of employment.

• All other duties as assigned.