Customer Care Tax Expert, Toast

• 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• 1+ year of prior payroll service bureau experience
• 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 (Vlookups, formulas, etc.)

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