Experienced Payroll Customer Service Specialist – Shared Services

At arenaflex, we're committed to delivering exceptional customer experiences and providing top-notch support to our employees. As a key member of our Shared Services team, you'll play a vital role in ensuring accurate payroll processing and enhancing service delivery efficiency. If you're passionate about delivering outstanding customer service, possess a strong understanding of payroll processes, and thrive in a collaborative environment, we want to hear from you!

About arenaflex

arenaflex is a dynamic and innovative organization that's dedicated to empowering its employees to excel in their careers. We're a forward-thinking company that's passionate about creating a culture of inclusivity, diversity, and continuous learning. Our Shared Services team is a critical component of our organization, providing essential support to various departments and ensuring seamless operations.

Responsibilities

As a Payroll Customer Service Specialist – Shared Services, you'll be responsible for:

• Providing timely and accurate resolution of moderately complex pay-related tickets that require research beyond existing guidelines, articles, process maps, and other relevant resources.
• Utilizing a comprehensive knowledge base, including articles, process maps, job aids, and other relevant resources, to perform tasks accurately and efficiently.
• Providing outbound phone support when needed for complex issues requiring additional clarification or education.
• Ensuring duplicative tickets are completely reconciled and alerting varying requesters accordingly.
• Assessing escalated inquiries to determine if they could have been resolved at Tier 1, providing feedback and education to the Tier 1 team to help them handle similar cases independently in the future.
• Partnering with other departments to obtain supplemental information, if available.
• Understanding adjacent service teams' support structure to escalate uncommon or complex inquiries to the appropriate contacts.
• Documenting resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
• Ensuring clear understanding of end-to-end payroll processes for smooth handoff between groups.
• Following internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
• Maintaining relationships with the Payroll Center of Excellence team to maintain knowledge transfer on processes and other relevant topics.
• Identifying opportunities to enhance and expand documentation.
• Participating in process improvement initiatives, aiming to identify and address the root causes of duplicative tickets and recurring issues.
• Other duties as assigned.

Requirements

To succeed in this role, you'll need:

• A High School Diploma or GED; an Associate degree is preferred.
• Customer service and payroll experience are required.
• Strong written, oral, presentation, facilitation, and interpersonal communication skills.
• Demonstrated attention to detail.
• Strong collaboration and teamwork skills; communicates and works well in a team environment.
• Ability to handle multiple tasks and effectively prioritize workload daily.
• Demonstrates initiative and a personal commitment to producing quality work.
• Knowledge of Microsoft Office Suite.
• Familiarity with systems and technology that support Oracle and Service Now.

Nice-to-Haves

While not required, the following skills and qualifications are highly desirable:

• Experience with payroll software and systems.
• Knowledge of labor laws and regulations.
• Certification in payroll or customer service.

Benefits

As a valued member of our team, you'll enjoy a comprehensive benefits package, including:

• Medical, Dental, Vision, Life, Disability insurance.
• Healthcare FSA, Dependent Care FSA, Limited Healthcare FSA, FSAs for Transportation and Parking & HSAs.
• Paid Time Off (PTO).
• 9 observed holidays.
• Paid family leave.
• Accrual of a minimum of 20 days and up to 25 days of PTO per calendar year.

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a Payroll Customer Service Specialist – Shared Services, you'll have the opportunity to:

• Work with a talented and dedicated team to deliver exceptional customer experiences.
• Develop your skills and knowledge in payroll and customer service.
• Participate in process improvement initiatives to drive efficiency and innovation.
• Enjoy a comprehensive benefits package and competitive compensation.
• Take advantage of ongoing training and development opportunities.

How to Apply

If you're passionate about delivering outstanding customer service and possess a strong understanding of payroll processes, we want to hear from you! Apply now to join our dynamic team at arenaflex and take the first step towards a rewarding career in Shared Services. Apply Job! Apply for this job