Lead, Tax Resolution Specialist III

Summary:

• Job Title: Lead, Tax Resolution Specialist III
• Job Status: Full-time 
• Location: Remote, with annual travel to HQ (Canton, OH)
• Compensation: Hourly (Non-Exempt) 
• Position Type: Direct Hire, note, this is not a contract role
• Pay Range: $27.00 - $32.00 per hour
• Shift: 9:00 AM - 6:00 PM ET, Monday - Friday
• Travel: This role may include an on-site interview at our headquarters in Canton, Ohio, as well as annual travel to headquarters. Travel expenses are covered by Patriot Software.

Do you love using your communication skills to solve problems? Do you enjoy digging into payroll tax issues and helping others do their best work? Then the Lead, Tax Resolution Specialist III position at Patriot Software may be a great fit for you. This role is for someone who takes initiative, leads by example, and is passionate about both customer service and team member growth. You'll spend most of your day resolving payroll tax notices for our customers while also helping lead and develop our Tax Resolution and Tax Settings teams.

What You’ll Be Doing: 

This position supports the Tax Department in delivering accurate, compliant payroll tax services to Full Service customers while assisting the Tax Manager with the daily leadership and development of the Tax Resolution and Tax Settings teams. About 70% of this role is hands-on tax resolution work, and about 30% is team leadership.

Tax Resolution Specialist lll (70%)

• Work the tax notice queue, researching each notice's root cause and communicating clear, accurate resolutions to customers.
• Respond to inbound customer calls and emails about payroll tax issues.
• Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions.
• Become an expert in Patriot's internal payroll tax software and help the team use it effectively.
• Use your payroll and tax knowledge to help the team support, improve, and build an innovative online payroll tax engine.

Team Lead (30%)

• Lead by example for both the Tax Resolution Specialist and Tax Settings Specialist teams, setting the standard for output, quality, and customer care.
• Take escalated customer calls and guide them to a professional, timely resolution.
• Perform quality checks, including monitoring customer calls and reviewing work, and give team members constructive feedback that helps them improve.
• Review team members' weekly check-ins, where they reflect on how their week went, what's going well, what's challenging, and what they need, and flag where additional support is needed.
• Partner with the Tax Manager on team performance and productivity, identifying knowledge gaps and determining the right coaching, training, or support.
• Support ongoing training and development in payroll tax knowledge, customer service, and overall performance.
• Make sure work flows smoothly between the Tax Resolution and Tax Settings teams.

Building Our Tax Settings Function

Our Tax Settings team, which proactively reaches out to customers to correct tax account information, is new and still taking shape. You will partner with the Tax Manager to build this area from the ground up: defining what good looks like, how output is measured, and how we know we're making a difference for our customers.

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice.

What You’ll Need: 

• 3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices.
• 1+ years of experience handling customer escalations.
• 2+ years of experience in a leadership role within a customer support setting.
• Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings in all 50 states.
• A self-starter who takes initiative and can build processes where none exist yet.
• Tech-savvy, with the ability to learn technical subjects and new software quickly.
• Excellent time management, organizational, and prioritization skills, with the ability to balance individual output with leadership responsibilities throughout the day.
• The ability to think conceptually, along with a high attention to detail.
• Superior people and customer service skills, including verbal and written communication with all levels of employees and customers.
• The ability to stay calm and professional with frustrated customers.
• Self-motivated and able to work independently as well as in a team setting.
• The ability to coach team members in an honest but tactful manner that helps them grow in their careers.
• High School Diploma or GED equivalent.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Location & Commitments:

• Full-time, Direct Hire, and 100% Remote role
• This position is open to all candidates who legally reside in and are eligible to work in the United States. This position is currently not open to applicants in the following locations: Alaska, California, Hawaii, Washington D.C.
• Working hours are established by each team and department based on business needs.  For this role, core working hours are typically between 9 am - 6 pm EST, Monday through Friday. Due to the nature of our business, we have busy seasons and “right-nows” that occasionally require working outside of core hours.

Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.