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.
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