Customer Care Tax Expert, Toast

• 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• 2+ years of prior payroll service bureau experience and knowledge of payroll taxes including federal, state, local and paid family leave
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong critical problem solving, customer communication, organizational, and influencing skills
• Experience working with sensitive/confidential information
• Proficient in Microsoft Excel and Google Suite

Desirable

• The Care Tax Expert will be responsible for conversing directly with customers over phone and email along with contributing to the day-to-day success of the Customer Care Tax teams
• This individual will be responsible for assisting customers with their tax profiles, employee tax information, state set ups and related questions with a focus on providing a customer first experience
• In addition, the Care Tax Expert will serve as a key contributor to larger team and organizational initiatives to drive improvement and efficiency as we continue to grow
• The Customer Care Tax team works closely with our customers, tax agencies, and internal teams with a focus on our customers' payroll tax experience
• We are committed to improving and transforming the customer experience by leveraging technology, driving innovation and reducing customer friction
• Our primary focus is assisting our customers with their payroll tax preparation, maintenance and filings
• Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions
• Assist customers with tax related questions through inbound warm transferred phone calls and inbound customer emails
• Work with internal operations team and tax agencies to obtain accurate payroll tax account information to ensure accurate and timely payroll tax filings and payments
• Assist customers with identifying their payroll tax jurisdiction account information and making routine updates as needed to ensure timely filing and payment of payroll tax obligations
• Review and assist employers with reconciling payroll tax liability debits/credits to their bank accounts
• Identify and resolve root cause discrepancies and recommend process improvements to reduce tax issues and improve payroll tax filing efficiencies
• Collaborate with customers to complete Third-Party Agent (TPA) setup
• Correspond with tax agencies regarding tax notices, inquiries, tax penalty abatements/waivers and tax clearances
• Assist in monthly, quarterly and annual tax filings and participate in special projects and/or other duties assigned