Payroll Clerk, Customer Service

Job Summary:

The Payroll Clerk, Customer Service, role is responsible for processing payroll-related mail and providing support to employees by responding to inquiries submitted through the departmental ticketing system. This position ensures assigned employee inquiries are accurately routed and researched, resolved, and documented within established department standards. As a frontline representative of service excellence, the role treats every employee with respect and professionalism while maintaining strict data privacy. The Customer Service Payroll Clerk will also develop a certain level of proficiency in office and union payroll processes to provide accurate answers and dependable operational support for the business.

Essential Duties and Responsibilities: 

• Scan in all payroll-related mail into the departmental ticketing system and process the documents per established guidelines.
• Respond to day-to-day employee payroll inquiries through the departmental ticketing system in a timely and professional manner.
• Research and resolve assigned tickets accurately, escalating complex or sensitive issues to Payroll Specialists or the Team Lead when appropriate.
• Document all inquiry resolutions and employee communications thoroughly within the ticketing system.
• Answer calls coming into the payroll customer service line, check voicemails regularly, and return calls to ensure all inquiries receive a timely response.
• Perform payroll-related data entry tasks with a high level of accuracy and attention to detail.
• Communicate payroll information clearly, translating complex payroll topics into easy-to-understand answers for employees.
• Develop and maintain working knowledge of both office and union payroll processes to provide accurate responses.
• Assist team members during peak payroll cycles or absences to maintain department-wide continuity.
• Identify and share recurring employee concerns and ticket trends with the Team Lead to support process improvements.
• Meet established department standards for ticket response times, resolution quality, and customer service.
• Uphold high standards of confidentiality regarding employee data and sensitive payroll information.
• Performs other duties as assigned by management. 

Position Requirements (Work Experience, Skills, Licenses, etc.): 

• Strong knowledge of diverse payroll structures, including complex union and non-union business rules.
• Advanced proficiency in Microsoft Excel and Microsoft Word.
• Accurate 10-key by touch and demonstrated high-level data-entry accuracy.
• Familiarity with ticketing systems and payroll software such as Oracle Cloud or JD Edwards.
• Exceptional verbal and written communication skills to translate complex payroll issues into easy-to-understand answers.
• Proven ability to treat internal employees as valued customers with empathy and professionalism.
• Demonstrated ability to handle highly confidential information with absolute integrity.
• Excellent priority management to oversee high ticket volumes and meet strict department deadlines.
• Ability to work overtime and weekends as required by business needs.

Education and Experience: 

Required:

• High school diploma or equivalent.

Desired:

• 2+ years of previous payroll and data entry experience.
• Associate’s degree or higher in a related field.
• Experience within a Construction Payroll department.

ACCO Competencies:

• Proactivity/Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Motivation/Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity/Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• People Skills: Is approachable and gains the mutual trust and respect of others. Understands people’s strengths & weaknesses and actively seeks to understand other perspectives.
• Communication: Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to the organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Problem-Solver: Ability to identify, analyze, and solve problems in support of personnel, group, department, or organizational objectives.
• Execution: Effectively takes a vision and translates into action by including the right people. Identify and remove barriers, when possible, to achieve results. Demonstrates appropriate compromise, effective time management, prioritization practices and holds team members (including themselves) accountable for their performance/conduct.
• Professionalism: Respectfully observes and challenges the status quo with intent for improvement. Can take direction, accept feedback, and take full responsibility for his/her actions. Lead by example through positive influence and ethical leadership with consideration of the entire organization.

Job Responsibility Level:

No direct reports

Travel Requirements:

Travel required 0-5% of the time to other office locations.

Hours:

This is a non-exempt position from Monday through Friday. Work hours begin and end between 7:00 am and 5:00 pm with a one-hour break for lunch and two rest breaks. Eight hours per day is required and other occasional overtime may be necessary for business needs 

Physical Demands:

• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds.
  • Specific vision abilities required by this job include close vision and ability to adjust focus.
    • Prolonged sitting.
    • Frequently required to reach with hands and arms.
    • Occasionally required to stand; walk and stoop, kneel, crouch.