***URGENT HIRE***Client Relations Specialist (GA/On-Site)

Job Description

Job Description

The  Senior Client Relations Specialist is a subject matter expert responsible for delivering advanced support across payroll, tax, HRIS, and service operations functions. This role manages complex client escalations, resolves high-level issues, and supports process improvements while maintaining exceptional accuracy and adherence to SOPs. Acting as a resource to the Service Operations team, the Senior Specialist provides elevated troubleshooting and technical expertise, handles high-complexity accounts, and ensures seamless service delivery.

Essential Duties and Responsibilities

• Serve as the first point of escalation for complex client issues, troubleshooting high priority matters and providing expert-level solutions.
• Coordinate user setup and provide advanced system training for payroll platforms, HRIS modules, reporting tools, and service portals.
• Lead client meetings related to escalated issues, system requirements, and account reviews for high stakes or complex scenarios
• Strengthen client relationships through proactive communication and high-level account management support.
• Process high-complexity payrolls, including multi-state, specialized deductions, overrides, adjustments, and off-cycle payrolls
• Complete advanced payroll tasks such as voids, tax overrides, and escalated error correction.
• Review complex payroll inputs for accuracy and provide corrective actions for discrepancies.
• Assist with advanced HRIS data management, including escalations regarding employee records, workflows, and compliance-driven updates
• Support clients with complex tax questions, including multi-state compliance, new state registrations, and advanced tax reconciliation tasks.
• Manage escalated payroll tax notices, coordinate research with internal teams, and drive issues to resolution.
• Provide guidance on required federal and state reporting and ensure accuracy in all compliance processes.
• Analyze client and payroll data to identify trends, operational gaps, and opportunities for process optimization.
• Recommend workflow improvements to enhance service quality, accuracy, and efficiency.
• Partner with Payroll, Tax, HR, Benefits, and Operations teams to ensure seamless cross departmental service delivery for escalated matters.
• Provide subject-matter insight to internal partners to support resolution of complex client-impacting issues.
• 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.
• Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise.
• 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.
• Strong level of understanding of payroll processing, HRIS functions, and multi-state compliance requirements.
• Strong analytical, troubleshooting, and problem-solving abilities for complex issues.
• 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.
• 2-4 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.
• Multi-state payroll, tax, and system experience strongly preferred.