We are looking for a Assistant PWE Support Specialist, who is an energetic, self-motivated, and reliable customer service professional, who can thrive in a fast-paced environment, to join our team! The successful candidate will work closely with other team members to provide outstanding customer service to our Production Worker Employees (PWE's). The team is the second point (Tier 2) of contact for all Payroll & Tax Form inquiries across all business units. The Assistant PWE Support Specialist is responsible for answering all incoming calls and e-mails following company policies, procedures, and tools. During peak periods, this position will require over time in the evenings and on weekends. KEY RESPONSIBILITIES - Maintain accurate and detail log of all phone and e-mail conversations in Salesforce as a CRM tool. This process requires the ability to process, complete and log in Salesforce all incoming inquiries timely and accurately. - Handles a high volume of inbound calls for various employee inquiries. This process requires the team to handle approx .00 phone calls a day while maintaining a calm, respectful & professional demeanor. The Specialist will maintain their call handling time to 10 mins or less to comply with department goals and maintain productivity. - Process updates to Employee's Master file records in compliance with company security & privacy policies. This process requires the knowledge and adherence of all EP's security & privacy policies to update employee's master file records for; address, Name, Social Security corrections, Duplicate employee records, W-4 etc. timely and accurately. - Answer payroll-related type of inquiries. This process requires the knowledge of EP's internal payroll system, procedures, and tools. The Specialist will need to multi-task and answer all incoming inquiries regarding payroll. Including but not limited to; paystub copies, incorrect pay, voluntary deductions, cancel/reissues, etc. - Answer Year End Tax Form inquiries. The Specialist will be trained to answer inquiries regarding Federal and State tax rules. The PWE Support Specialist is required to reconcile all tax forms against the PWE's earnings and interpret them. Including but not limited to; type of forms issued, tax forms not received, form explanation, taxable vs. non-taxable pay codes, tax form corrections, etc. - Analysis of PWE's records for simple but not complex earnings corrections. This process requires the ability to analyze simple but not complex earnings reports to identify potential corrections. - Assist PWE's with W-2 online registration. The PWE Support Specialist will help PWE's with the W-2 online registration process. How to successfully navigate the portal and register to receive their W-2 electronically. The Specialist will also troubleshoot, reset passwords, and unlock accounts. - Navigate and multi-task various databases & programs. This process requires the ability to navigate with ease and multi-task various databases and programs to troubleshoot information. - Assist on special projects, as well as other teams as directed by management. This process requires the approval and direction of your manager. JOB REQUIREMENTS/ QUALIFICATIONS NEEDED - High school diploma. - Minimum two years of customer service experience. - 1 - 2 years' familiarity with accounting practices. - Entertainment industry accounting/payroll background preferred. - Proficiency in usage of Microsoft Office applications; Word, Excel, Outlook, etc. - Aptitude to learn the use of computer programs and applications, Salesforce CRM. - Ability to prioritize workload as needed to complete tasks. - Excellent written and oral communications skills - Basic typing skills - Organized approach to working in a multi-task position with excellent attention to detail. - Ability to research issues to uncover root cause. - Able to meet strict priorities & deadlines. - Ability to work in a team environment productively. - High level computer knowledge. - Ability to be flexible and adaptable. - Requires minor servicing of printers, fax machines and copiers.

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