Customer Service Representative – Payroll

At Kaizen CPAs + Advisors & YPD HCM, we're a people-first firm committed to helping businesses overcome challenges and achieve their goals. We believe great results come from great people, and our culture is built around four core values:

• Own It – Take pride in solving problems and delivering results.
• Be an Ideal Team Player – Collaborate, support others, and succeed together.
• Make a Positive Impact – Create meaningful value for our clients, team, and community.
• Embrace a Growth Mindset – Keep learning, improving, and growing.

Join a supportive team where your work matters, your growth is encouraged, and your contributions make a real impact.

We're looking for a Customer Service Representative who enjoys working directly with clients, solving problems, learning technology, and making payroll easier for the businesses we serve.

This isn't just a payroll processing role. You'll own the day-to-day payroll experience for an assigned group of clients, build relationships with them, and help them get the most from the payroll and HR technology available to them.

What You'll Do

You'll manage the payroll relationship for your assigned clients from payroll submission through completion and follow-up.

Responsibilities include:

• Process client payrolls accurately and on time.
• Review payroll information and resolve questions or inconsistencies before completing processing.
• Respond to client questions and follow through until issues are resolved.
• Build relationships with clients and learn how their businesses operate.
• Coach clients on the effective use of isolved and other payroll-related systems.
• Troubleshoot payroll, timekeeping, and software issues.
• Help clients identify tools and process improvements that can make payroll easier and more efficient.
• Maintain accurate payroll notes, employee notes, and client documentation.
• Follow up proactively when clients are late reporting payroll or additional information is needed.
• Process corrections, supplemental payrolls, and voids when necessary.
• Support time and attendance, payroll imports, retirement plan data, and basic HR and ACA-related processes.
• Work with teammates and other YPD HCM departments to solve client issues.
• Identify opportunities to improve internal processes, procedures, and client service.

What Success Looks Like

Successful team members in this role:

• Take ownership of their clients, work, and results.
• Enjoy building relationships and helping clients solve problems.
• Stay organized while managing multiple clients, deadlines, and priorities.
• Pay close attention to details without losing sight of the bigger picture.
• Communicate clearly and keep clients and teammates informed.
• Use available resources to research and work through questions independently.
• Know when to ask for help and ask thoughtful questions when they do.
• Follow through on commitments and close the loop.
• Are comfortable learning new technology and adapting as systems change.
• Accept feedback, apply what they learn, and continue building their skills.
• Look for ways to improve a process rather than simply completing the task.
• Work well as part of a team and step in when others need support.

Technology You'll Use

Our team works with a variety of payroll, HR, and business technology. Experience with every system isn't required, but you should be comfortable learning and working in cloud-based software.

Our technology includes:

• isolved
• SwipeClock
• Microsoft Excel
• Microsoft Teams
• Microsoft Outlook
• Adobe
• Qount

Qualifications

• Payroll, customer service, accounting, HR, or related experience preferred.
• Experience working directly with business clients or managing multiple client relationships preferred.
• Comfortable working with numbers, detailed information, and deadline-driven processes.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Comfortable learning new technology and working across multiple software systems.
• Ability to work independently while collaborating with a team.
• Payroll software or HRIS experience is a plus.

Equal Opportunity Employer: Kaizen CPAs + Advisors and YPD HCM are equal opportunity employers. We are committed to creating a diverse and inclusive workplace, free from discrimination and harassment. We prohibit discrimination based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. This policy applies to all aspects of employment, including recruitment, hiring, promotion, termination, leave of absence, compensation, and training.

Employment is contingent upon the successful completion of a background check and credit check, consistent with applicable laws. Candidates must be willing and able to meet these requirements as a condition of employment.