Customer Service

Complete Payroll Solutions; Springfield (MA); On-site; CAD 57,000 - 77,000; Full time

Job summary

Complete Payroll Solutions is seeking a Customer Service professional to manage payroll-related client needs in a fast-paced environment in Springfield, MA. You will handle payroll data entry, respond to client inquiries, and coordinate with distribution and other departments to maintain accurate payroll processing.

The role emphasizes thorough data integrity, strong communication, and multitasking across multiple client accounts while upholding a high standard of service and teamwork.

Qualifications

• High School Diploma or GED required.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and multitask effectively.
• Solid command of the English language, both written and spoken.

Responsibilities

• Provide quality customer service to CPS clients.
• Answer calls, transfer, and respond to voicemails promptly.
• Enter payroll information into payroll software per client frequency.
• Calculate and review payroll with clients verbally or via reports.
• Monitor payroll software for successful processing and printing.
• Assist clients with setup and accessing self-service websites.
• Assist distribution team with payroll packaging and shipping.
• Maintain client schedules and processing dates and times.
• Ensure coverage during client absences.
• Enter and change employee static data for non-remote clients.
• Maintain client accounts including banking changes, pay/deduction coding, department structure, and report scheduling.
• Provide assistance to other departments as needed.
• Conduct pre-work audits quarterly to maintain data integrity.
• Process payroll adjustments with Assistant Supervisor assistance.
• Assist in packaging and shipping quarterly and year-end reports (W2s).

Skills

Customer service

Communication skills

Leadership

Problem solving

Time management

Microsoft Office

Multitasking

English proficiency

Education

High School Diploma or GED

Tools

Payroll software

Microsoft Office

Job description

Job 124114 - Customer Service
Springfield, MA

Summary: This description covers the essential functions of the position. Incumbent is expected to perform other similar and related duties as assigned. Management has the right to change or add to the job responsibilities at any time after providing adequate notice and discussion. Under the direction and oversight of the Assistant Supervisor, the incumbent is responsible for effectively managing the service needs of clients by computerized payroll processing, informational assistance, problem solving, and maintaining the client relationship. Maintains proper dress code and professional demeanor at all times. Must possess a cheerful work attitude and foster a positive team spirit both within the department as well as between the other departments in support with the overall philosophy of the company and fellow employees.

Key job criteria/responsibilities/standards:

• Provide quality customer service to all CPS clients
• Answer incoming phone calls, transfer, respond to voicemails in a timely manner
• Receive payroll information from clients by phone, fax, email, or in person and enter accurately into payroll software per client frequency.
• Calculate and Review payroll with clients verbally or by sending reports of control totals
• Monitor payroll software for successful processing and printing
• Assist clients with setup and accessing self-service websites.
• Assist distribution team with payroll packaging and shipping
• Maintain client’s schedules and processing dates and times.
• Work with team members to ensure proper coverage of clients during absences
• Responsible for entering and changing employee static data for non-remote clients
• Responsible for client account maintenance including bank account changes, pay and deduction coding, department structure, and report scheduling.
• Provide assistance to other departments as needed
• Conduct pre-work audits quarterly to maintain data integrity
• Process payroll adjustments with Assistant Supervisor assistance
• Assist in the packaging and shipping of quarterly and year-end reporting (W2’s)

Requirements

Knowledge, Skills, and Abilities:

• Must be proficient in Microsoft Office to include Word, Excel, Outlook.
• Strong ability to apply common sense understanding, judgment, and leadership to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standard and crisis situations.
• Ability to prioritize job tasks and multi task function.
• Have a proficient command of the English language and communicate effectively both orally and written.
• Ability to build and maintain positive relationships internally and externally.
• Ability to exercise sound judgment and make decisions in a manner consistent with the essential job functions.

High School Diploma or General Education Degree (GED) or equivalent combination of education and experience.