Service Support Specialist

Service Operations Specialist

The Service Operations Specialist is responsible for supporting the seamless delivery of client services across payroll, tax, HRIS, and account management workflows. This role serves as a primary point of contact for an assigned client base, ensuring accurate payroll processing, responsive issue resolution, and consistent service execution in alignment with department SOPs. The Specialist coordinates user setup, provides system training, manages client inquiries, analyzes data for process improvements, and collaborates with internal teams to drive client satisfaction and retention.

Essential Duties and Responsibilities

• Act as the main point of contact for assigned clients, providing guidance, troubleshooting support, and timely responses to inquiries.
• Coordinate user setup and deliver training for client-facing systems including payroll platforms, reporting tools, HRIS, and service portals.
• Maintain proactive client touchpoints to reinforce strong working relationships and support retention efforts.
• Lead or participate in client meetings to discuss escalations, system needs, or service opportunities.
• Manage and escalate client issues through documented processes, including submitting cases to internal departments for resolution.
• Process payroll accurately and timely in accordance with federal, state, and local regulations as well as company policies.
• Pull and manage new hire imports, timesheet files, and other payroll inputs to ensure accurate pay calculations.
• Review payroll data for accuracy and address discrepancies prior to final submission.
• Calculate pay changes, status adjustments, and terminated employee final pay while following applicable laws.
• Assist with off-cycle payrolls, manual checks, and payroll adjustments with proper documentation.
• Assist clients with state tax account registration requirements, provide education on payroll tax questions, and gather required account credentials.
• Maintain and update HRIS employee records, including new hires, terminations, status changes, and I-9 management
• Coordinate with Tax, Benefits, HR, and Operations teams to ensure seamless service delivery.
• Provide technical support and troubleshooting for HRIS or payroll system-related issues for clients and employees.
• Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities.

Marginal Functions

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Provide backup support during high-volume periods or team member absences.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Assist in maintaining team resources such as checklists, templates, and reference materials.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities

• Ability to adapt to change, support team transitions, and guide staff through evolving processes, systems, and organizational expectations.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Communicates clearly and professionally in both written and verbal formats.
• Strong time management skills, with the ability to prioritize effectively in a fast paced environment.
• Flexibility to perform a variety of assignments as needed.
• Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
• Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
• Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards.
• Maintains high levels of organization.
• Follows through on tasks reliably and ensures accuracy in documentation and communications.

Education & Experience

• High school diploma or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.
• 1-2 years of experience in customer service, payroll, HRIS, or related PEO/ASO/HCM environment preferred.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Experience with systems such as PRISM preferred but not required.

$21 - $22 an hour