Senior Payroll Tax Specialist - Customer Service

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance. 
 
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR. 

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles. 

A Brief Overview
The Senior Payroll Tax Specialist is responsible for customer service support for clients and ensuring payroll tax related issues are escalated to leadership. 

Locations 
United States (Remote)
 
What you will do

• 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

Education Qualifications

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

Experience Qualifications

• Typically 2+ years

Skills and Abilities

• 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.  payroll tax withholding for the federal, state, and local laws and regulations.

Licenses and Certifications

• CPP - Preferred
• FPC – Preferred

Travel Requirements 
Minimal

Work Environment

• Work in clean