**Company Overview:**

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. **We’re united by purpose, inspired by you.**

**About the Role:**

We are seeking a dynamic, customer-focused individual to join our team as a Sr. Account Representative. In this role, you will support an assigned dedicated account base of customers within our Payment Services Large Enterprise Customer team. You will be responsible for providing high-touch care, customer education, and support for assigned customers, including responding to client inquiries, handling and resolving assigned cases, and assisting with the processing of quarter-end tax filing. As a point of contact to these customers, you will set up and lead calls to address concerns, answer questions, provide root cause analysis, along with recommending best practices and resources to improve tax profile and filing accuracy. This is an exciting opportunity to make a significant impact on the customer experience and help shape the future of our organization. 

**This is a hybrid role. The employee will be expected to work onsite 3 days/week at UKG's Scottsdale, Arizona, Santa Ana, California, Weston, Florida, or Alpharetta, Georgia office**

**Duties and Responsibilities:**

+ Provide high-touch care, education, and assistance to customers ensuring their satisfaction and resolving any issues or concerns they may have

+ Provide communication updates to customers, internal partners, and leadership via phone, case notes, and/or written emails

+ Research and respond to client inquiries via Salesforce through resolution

+ Ensure customer profile data is properly maintained, including educating client on required jurisdictional data to avoid discrepancies that result in late payments and/or failure to file returns accurately

+ Address customer escalations regarding tax issues and provide critical care support as necessary

+ Works with the appropriate team members to address and facilitate timely resolution to tax inquiries, including amendments, original filing and tax notices

+ Engage with customers and internal partners who require Payment Services escalated or proactive support, addressing their specific needs and challenges

+ Provide support to address reconciliation discrepancies in preparation of quarter-end and year-end filings

+ Conduct and/or participate in client conference calls to address service issues, research, and resolve tax issues

+ Conduct training for new and existing clients on procedures, processes, and systems

+ Assist in the training and mentoring of others within the team

+ Builds and maintains strong peer relationships within the team and across the organization

+ Assist with other projects as assigned

**Basic Qualifications:**

+ 3+ years experience with either payroll, tax, tax compliance, and/or tax filing operations

+ 3+ years of experience in a customer support role, with a focus on providing exceptional service and building strong customer relationships

+ Proficient in working with multiple systems and/or case tools such as Salesforce, Zendesk, Jira, etc

+ Strong understanding of tax filing systems such as MasterTax

+ Demonstrated experience performing payroll tax reconciliations and analysis

**Preferred Qualifications:**

+ Strong understanding of UKG Pro

+ Advanced analytical and strong problem-solving skills, with the ability to quickly assess complex situations and propose effective solutions

+ Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely

+ Proven ability to work in a fast-paced environment, handling multiple tasks and priorities simultaneously

+ Collaborative mindset with the ability to work effectively with cross-functional teams

+ Passion for customer satisfaction and a genuine desire to exceed customer expectations

+ Strong customer service skills (e.g., setting and meeting expectations, care & empathy, follow up, etc.)

+ Proven time management strategies

+ Bachelor's degree in business, Accounting

+ FPC or CPP (Certified Payroll Professional) certification

**Where We're Going:**

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

**Equal Opportunity Employer: **

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster (https:www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyPartic...) .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

**Disability Accommodation in the Application and Interview Process:**

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com . 

The pay range for this position is $45,700 to $65,750 USD, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.