Lead, Tax Resolution Specialist III

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the tax notice queue, investigate the underlying causes of each notice, and provide customers with clear and precise resolutions.

• Address incoming customer calls and emails regarding payroll tax matters.

• Act as a resource for the Tax Department and other departments concerning intricate tax inquiries and customer interactions.

• Develop expertise in Patriot’s internal payroll tax software and assist the team in utilizing it effectively.

• Leverage payroll and tax knowledge to enhance, support, and create an online payroll tax engine.

• Serve as a role model for the Tax Resolution Specialist and Tax Settings Specialist teams.

• Handle escalated customer calls and lead them toward professional and timely solutions.

• Conduct quality checks, oversee customer calls, review work, and offer constructive feedback.

• Evaluate weekly team-member check-ins and pinpoint areas where additional support is required.

• Collaborate with the Tax Manager to assess team performance and productivity.

• Identify knowledge gaps and establish suitable coaching, training, or support.

• Facilitate ongoing training and development in payroll tax expertise, customer service, and performance.

• Ensure a seamless workflow between the Tax Resolution and Tax Settings teams.

• Collaborate with the Tax Manager to establish the Tax Settings function from the ground up.

• Set quality standards, output metrics, and measures of customer impact.

• Quickly adapt responsibilities and activities to provide an exceptional customer experience.

⛳️ Requirements

• Over 3 years of experience in payroll or payroll tax, addressing customer inquiries and tax notifications.

• At least 1 year of experience managing customer escalations.

• A minimum of 2 years of leadership experience in a customer support environment.

• Knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings across all 50 states.

• A self-starter with the ability to initiate and establish processes where none currently exist.

• Technologically adept, with the capability to quickly learn technical subjects and new software.

• Strong time management, organizational, and prioritization abilities.

• Capacity to balance individual output with leadership duties.

• Conceptual thinker with a keen attention to detail.

• Exceptional interpersonal and customer service skills, encompassing verbal and written communication.

• Ability to maintain composure and professionalism with frustrated customers.

• Proficient in working both independently and as part of a team.

• Capability to mentor team members in a straightforward yet tactful manner.

• High School Diploma or GED equivalent.

• Legally authorized to reside and work in the United States.

• Availability to work core hours typically between 9 am and 6 pm EST, Monday to Friday, with occasional work outside core hours.

🏝️ Benefits

• Paid time off, including vacation and sick leave.

• Paid holidays.

• Medical, dental, and vision insurance.

• Section 125 HSA and FSA accounts.

• Benefits commence on the first of the month following hire.

• Company-sponsored life, short-term, and long-term disability insurance.

• 401(k) plan with company matching.

• Up-to-date hardware and equipment provided.

• Flexible scheduling and potential for career advancement.

• Engaging and collaborative company culture.

• Education reimbursement.

• Home office setup stipend after the introductory period.