Patriot Software

• Work the tax notice queue, research each notice’s root cause, and communicate 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 payroll and tax knowledge to support, improve, and build an online payroll tax engine
• Lead by example for the Tax Resolution Specialist and Tax Settings Specialist teams
• Take escalated customer calls and guide them to professional, timely resolutions
• Perform quality checks, monitor customer calls, review work, and provide constructive feedback
• Review weekly team-member check-ins and identify where additional support is needed
• Partner with the Tax Manager on team performance and productivity
• Identify knowledge gaps and determine appropriate coaching, training, or support
• Support ongoing training and development in payroll tax knowledge, customer service, and performance
• Ensure smooth workflow between the Tax Resolution and Tax Settings teams
• Partner with the Tax Manager to build the Tax Settings function from the ground up
• Define quality standards, output measurements, and customer-impact measures
• Adapt duties and activities quickly to deliver an exceptional customer experience

Lead, Tax Resolution Specialist III