Sage Customer Care Specialist, Assoc in richardson, Massachusetts

Customer Care Specialist, Assoc

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Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes—from single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Be Sage, build on.

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Job Description:

Accountable and responsible for all aspects of payroll processing services for customers by managing customer support/issues, payroll processing, scheduling and ongoing training/instruction and tax related issues; respond to/resolves customer questions and problems and deliver quality customer service with an aim to retain customer satisfaction.

Key Responsibilities:

Responsibilities

• Process a large volume of payrolls by reviewing payroll messages or customer instruction associated with the payroll accuracy and reporting

• Responsible to update and maintain customer company and colleague maintenance changes

• Independently manage time to meet deadlines and complete daily payroll processing schedule

• Enter adjustment payrolls or necessary corrections to fix quarter end variances or out of balances

• Assist customers with basic or routine technology-related support questions

• Maintain a high rate of customer retention through quality service and timely documentation of all calls

• Act as the primary payroll contact for all customer questions or issues with some assistance from a more senior payroll specialist or supervisor where necessary

• Immediately complete required customer escalation procedures

• Act as a back-up to fellow team members that may not be available or where necessary to ensure team completes daily payroll production requirements. Assist team members as needed

• Stays abreast of changing tax laws, compliance requirements and company services

• Work with management on assigned projects, as required

Qualifications

• High School Diploma or equivalent

• Payroll experience preferred; customer service, and problem resolution

• The equivalent combination of education and experience is acceptable

• Experience on payroll platform is preferable but not required

• Detailed knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook

Function:

Customer Services

Country:

United States

Office Location:

Danvers; Mount Laurel; Richardson

Location Region

Massachusetts