Payroll Contact Center Specialist, Shared Services

Oldcastle; Alpharetta (GA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive base pay

Medical, dental, and disability plans

Retirement savings program

Health and wellness programs

Job summary

CRH is seeking a Payroll Contact Center Specialist to serve as the first point of contact for employees' payroll questions. The role focuses on accurate, timely service while complying with policies and regulations.

You will handle inquiries via phone, email, or ticketing, resolve discrepancies, and educate staff on payroll timelines and resources. This hybrid position collaborates with Payroll, HR, and IT teams to streamline processes, improve the employee experience, and support audits and

Qualifications

• Bachelor's degree or equivalent; required.
• Minimum 2 years in multi-corporation, multi-state payroll processing or similar env.
• Payroll certification (FPC/CPP) strongly preferred.
• Experience in large payroll processing or contact center preferred.
• Knowledge of payroll principles, wage and hour law, payroll taxes, and wage attachments.

Responsibilities

• Respond to inbound payroll, timekeeping, and tax inquiries by phone, email, or ticketing system.
• Research and resolve payroll discrepancies and escalate complex cases as needed.
• Educate employees on payroll policies, timelines, and resources.
• Maintain detailed case documentation and track issue resolution progress.
• Collaborate with Payroll, HR, and IT to improve processes and employee experience.
• Identify trends in tickets and propose solutions for recurring issues.
• Assist in preparing payroll reports and audits; participate in cross-functional projects.

Skills

Payroll principles

Customer service

Cross-functional collaboration

Communication skills

Education

Bachelor's degree or equivalent

Payroll certification (FPC/CPP)

Tools

SAP

ADP

Job description

Job ID: 528390CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

Job Summary

We are seeking a highly motivated Payroll Contact Center Specialist who will serves as the first point of contact for employees with payroll-related inquiries. This role is responsible for delivering timely, accurate, and high-quality customer service, while ensuring compliance with company policies, federal/state regulations, and payroll best practice.

What Shared Services Does

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality. By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency. SSC's primary functions include:

• O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.
• R2R (Record-to-Report): Enables robust financial reporting and accounting.
• P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships.
• Manages the Travel and Expense program.
• Center of Excellence: Drives innovation and continuous improvement.
• Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.
• Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

Key Responsibilities

• Respond to inbound inquiries via phone, email, or ticketing system related to payroll, timekeeping, and tax issues.
• Research and resolve payroll discrepancies and escalates complex cases as necessary.
• Educate employees on payroll policies, timelines, and resources.
• Maintain detailed case documentation and track issue resolution progress.
• Collaborate with Payroll, HR, and IT teams to improve processes and enhance employee experience.
• Identify trends in contact center tickets and recommend solutions to recurring issues.
• Assist in preparing payroll reports and audits as requested.
• Participate in cross-functional projects aimed at improving finance operations and control frameworks.
• Perform other related duties as assigned.

Education & Qualifications

• Bachelor's degree or equivalent work experience (required).
• Minimum 2 years of multi-corporation, multi-state payroll processing or business environment experience required.
• Payroll certification (FPC/CPP) strongly preferred.
• Experience in a large payroll processing or contact center preferred.
• Basic knowledge of payroll principles, wage and hour law, payroll taxes, and wage attachments required.
• PC literate: Windows, Excel, Word, Outlook, and mainframe payroll application experience.
• Knowledge of payroll systems: SAP and ADP desired.
• Willingness to work independently within in a team environment and assist the team with other duties as required.
• Must be able to able to work under time constraints and ensure deadlines are met.
• Ability to adapt to changing and process driven environment.
• Strong verbal and written communication skills.
• Strong organization skills with attention to detail.
• Strong customer service focus.
• Ability to analyze and resolve problems.
• Able to communicate with others by telephone and in person.
• Able to utilize a computer for word processing, email communication, and preparation of documents and presentations.
• Proven track record of identifying and driving continuous improvement in payroll operations.
• Experience working in fast-paced environments with evolving responsibilities.
• Must be 18 years in age or older.
• Must pass pre-employment drug screen and criminal background check.

Work Environment

Hybrid role with flexible work options, requiring some in-person presence.

Up to 5% travel may be required.

Normal office working conditions with a quiet noise level.

May require sitting for extended periods of time.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.