Customer Payroll Support Specialist (Hybrid)

Help at Home is hiring a Customer Payroll Support Specialist to join our growing Support Team! 

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.

Job Summary:

Join our team as a Customer Payroll Support Specialist and become the go-to-expert for all payroll related inquiries and challenges! In this role, you will play a vital part in ensuring smooth payroll operations by addressing employee questions or concerns, managing projects, providing training to employees on payroll technologies, and resolving related payroll issues. Your expertise will drive efficiency and accuracy while fostering a positive employee experience. 

Duties/Responsibilities:

• Handle tier 2 and escalated payroll support tickets.
• Utilize data/analytics to share important metrics that drive continuous improvement.
• Establish and oversee a quality program to review team’s performance.
• Ability to create standard operating procedures for new and existing processes.
• Subject matter expert for Zendesk to rollout new enhancements and/or train team members to increase agent productivity.
• Identify and implement process improvements initiatives and projects.
• Responsible for investigating complex level inquiries, requests, or concerns.
• Work with markets and teams to investigate trends in call center environment and assist with potential changes and clarity.
• Assist with training support staff in systems, policies, and procedures.
• Investigate, answer, and ensure completion of inquiries through ticketing system and phone call processing.
• Must be comfortable working in a metrics-driven call center/ticketing system environment as part of a structured day.
• Ability to build rapport, establish trust, and shine with professionalism.
• Over the phone and in writing, your communication style is clear and easy for our employees to understand and take-action.
• Adhere to a daily schedule and organize yourself to deal with a high volume of inbound calls.
• Perform other related duties as assigned. 

Required Skills/Abilities:

• Proven ability to work effectively with frequent interruptions and fluctuating priorities and deadlines with demonstrated skill for detail and accuracy.
• Must be cognizant of various ongoing projects and future projects affecting schedules; workflows, etc., and be able to make decisions regarding work priorities.
• Effective communications skills, with ability to effectively communicate with a diverse group of people through inquiries and on the phone.
• Excellent interpersonal skills including courtesy, tact and cooperative attitude.
• Ability to collect, analyze, and interpret data.
• Proficiency in Microsoft Office applications.
• Ability to work in a fast-paced environment and manage multiple projects with hard deadlines simultaneously.
• Bilingual a plus.

Education and Experience:

• 4 years of experience in a customer support environment or payroll practitioner with systems experience.
• Associates Degree, or equivalent work experience. Bachelor's degree is a plus.
• Experience with Zendesk Ticketing System and reporting

Working Environment:

Employees have the option of working a hybrid schedule of three days in the office and two days from home. The position is based in our Horsham, PA office. Help at Home offers a flexible, fun, and professional work environment. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.