Customer Service Associate

General Purpose

This position provides high-level back-office support to a diverse temporary staffing client base, requiring exceptional attention to detail, technical proficiency, and strong critical thinking. Responsibilities include accurate execution of payroll, invoicing, billing, and payroll funding processes, as well as resolving complex client inquiries related to these functions.

Specific Responsibilities

Duties are listed based on the estimated percentage of time. Other responsibilities may be assigned.

• Performs detailed verification and validation of payroll and billing data, identifying discrepancies, investigating root causes, and ensuring accurate processing.
• Provides timely, professional, and analytically sound responses to client inquiries, using critical thinking and subject-matter expertise to resolve issues related to payroll, billing, and funding processes.
• New customer setup and data entry.
• Maintains multiple interconnected customer databases with a high degree of accuracy, ensuring data integrity across payroll, billing, and funding systems.
• Updates customer folders with changes to reflect current week's payroll and billing instructions.
• Processes credits/rebills.
• Advises clients on optimizing their payroll and billing reporting workflows, applying problem-solving skills to identify inefficiencies and implement more effective processes.
• Delivers ongoing training and technical support to clients, explaining system functions, troubleshooting software issues, and guiding users through complex payroll and billing scenarios.
• Timely transmission of accounting and payments reports such as wires, ACH, and A/R credits/debits.
• Proactively identifies potential risks, recurring issues, and process breakdowns; analyzes root causes and escalates concerns with recommended solutions.

Live the Values

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

Requirements

Consideration may be given to a candidate with a degree in lieu of experience.

Education

• Bachelor's Degree in Accounting or related field (Preferred)

Work Experience

• Comparable work experience (Preferred)
• Previous experience in payroll processing (Preferred)

Skills and Abilities

• Excellent organizational and time management skills.
• Excellent written and verbal communication skills in an environment with a high volume of calls and emails.
• Ability to use multiple types of software including MS Office and proficiency in basic office equipment.
• Strong understanding of accounting principles and the ability to interpret payroll, tax, A/P, A/R, and cash posting data to resolve discrepancies.
• Ability to understand relationships of data in multiple databases and good with numbers, particularly reconciling differences.
• Must demonstrate meticulous attention to detail, accuracy under pressure, and the ability to manage high-volume workloads without compromising quality.
• Exceptional critical-thinking and problem-solving skills, with the ability to evaluate issues, determine root causes, and implement effective solutions independently.
• Strong technical aptitude and ability to quickly learn and navigate multiple payroll, billing, and funding platforms, as well as Excel and other MS Office tools.

Job Demands

Physical Demands

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Lifting/Carrying: 21-40 lbs (Occasionally)
• Pushing/Pulling: 21-40 lbs (Occasionally)
• Bending, Squatting, Kneeling, Twist/Turning, Climb, Stooping, Overhead reaching: (Occasionally)
• Typing/Keyboarding, Critical Thinking/Organization: (Continuously)
• Driving (car/equipment): (Never)

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.