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Customer Support Specialist

2 months ago

Dallas, Texas, United States Dominion Payroll Full time

Join Dominion Payroll as a Client Services Representative I

At Dominion Payroll, we are seeking a dedicated Client Services Representative I to become part of our dynamic team. As one of the fastest-growing independent payroll service providers in the nation, we offer an engaging work environment that fosters professional growth and development. Our commitment to delivering exceptional payroll and HR solutions sets us apart from larger, publicly-owned companies.

Why Choose Dominion Payroll?

  • Industry-leading provider in Human Capital Management (HCM) and payroll solutions.
  • Recognized as an Inc. 5000 honoree for 12 consecutive years due to our rapid growth.
  • Exceptional customer retention rate with a top-tier Net Promoter Score.
  • Innovative, proprietary web-based technology that gives us a competitive edge.
  • Locally owned, providing a community-focused work environment.
  • Outstanding opportunities for career advancement.

Your Daily Responsibilities:

  • Collect payroll data from clients through various communication channels, prepare reports for client review, and process requests promptly and accurately.
  • Investigate, analyze, and resolve payroll-related inquiries directly with clients.
  • Ensure payroll operations are maintained by adhering to established policies and procedures, reporting necessary changes.
  • Safeguard payroll operations by maintaining confidentiality of sensitive information.
  • Contribute to team objectives by achieving individual and collective goals to meet deadlines.
  • Meet and maintain established performance metrics with guidance, gaining experience in client interactions.
  • Build and nurture positive working relationships with clients, vendors, and colleagues.
  • Update client employee records, including deductions, earnings, and direct deposits as requested.
  • Act as a backup for the tier 2 team when necessary.
  • Understand garnishments and effectively communicate our procedures.
  • Address and resolve escalated issues, keeping management informed of any significant concerns.
  • Deliver exceptional customer service while collaborating effectively with clients and internal teams.
  • Assist clients with employee lockouts and user setup processes.
  • Update client banking information upon request.
  • Investigate billing inquiries thoroughly.
  • Perform additional tasks as required, including special projects and audits.
  • Provide training and support for services such as Employee Self-Service (ESS), Paid Time Off (PTO), and timekeeping through Zendesk.
  • Participate in ongoing Learning & Development sessions, product release meetings, and relevant company training.
  • Manage accruals and absences, including setup and troubleshooting.
  • Establish workflows for clients and conduct testing to ensure functionality.
  • Utilize organizational tables and miscellaneous fields for updates and setups.

What We Are Looking For:

  • Proficiency in Microsoft Office applications and the ability to effectively use office management technology.
  • Self-motivated, detail-oriented, and organized with the ability to work independently.
  • Excellent verbal and written communication skills.
  • A positive attitude and a strong work ethic.
  • Exceptional organizational and multitasking skills with a keen attention to detail.
  • Preferred knowledge of federal and state wage tax laws and payroll compliance regulations.
  • Previous customer service experience is a plus.
  • Ability to take initiative and manage multiple tasks in a fast-paced, complex environment.
  • Flexibility to work overtime as needed.
  • Capable of handling sensitive and confidential matters with discretion.
  • Professional demeanor with sound judgment and decision-making skills.
  • Commitment to embodying and promoting Dominion Payroll's core values, which include community engagement, a results-driven mindset, continuous improvement, passion for impactful work, cultural enhancement, resilience, and a pursuit of excellence.

Company Benefits:

  • Flexible work-from-home options.
  • Generous 401k matching program.
  • Comprehensive paid time off and company holidays.
  • Paid volunteer time to support community initiatives.
  • Engaging team-building social events.
  • Pet-friendly workplace.
  • Wellness and employee assistance programs.

Dominion Payroll is an equal opportunity employer, committed to fostering an inclusive and welcoming environment for all individuals. We encourage diverse candidates to apply and do not discriminate based on any protected characteristic.