General Ledger Support Specialist

About the role

Initiates, answers, and logs all client calls concerning the General Ledger Reporting Service; performs associated troubleshooting and assists users to maximize client retention, maintain relationships with referring CPAs, and to explain and maintain the integrity of accounting data supplied to clients and CPAs.

Responsibilities

• Supports the General Ledger Reporting Service by fielding inbound calls and making outbound calls to clients and CPAs. May also distribute product information internally to Paycor/Paychex users.
• Meets goals for telephone and e-mail response time to ensure quality customer service.
• Maintains knowledge of payroll and all ancillary products and services in order to assist branch personnel with general ledger and accounting issues.
• Assists clients and CPAs with entry of new client information into the General Ledger Reporting Service to ensure accuracy.
• Provides technical expertise regarding internet practices and PC functions in order to assist clients and CPAs with PC-related procedures, including file download, editing files, and import/export functions.
• Supports clients and CPAs on accounting software such as QuickBooks, Peachtree, Creative Solutions, and Datafaction to assist with import/export, making/deleting transactions, adding to/changing charts of accounts, and other troubleshooting. Proficient in all other supported third-party accounting software packages and Microsoft Excel in order to support clients.
• Utilizes familiar accounting terminology when speaking with accountants, but is also able to interpret the needs of clients with limited accounting knowledge to ensure that appropriate level of customer service is provided.
• Manually creates accounting data for clients and CPAs when the system is unavailable to ensure timely receipt of information.
• Develops, implements, maintains, and administers training programs for all new and current employees to optimize level of effectiveness and ability.
• Logs phone calls and email in order to build and maintain a database of client and CPA interactions.
• Required to work mandatory overtime during peak seasons to meet the demands of the business.

Requirements

• High School Diploma (Required)
• College degree preferred
• 2 years of experience in small business accounting utilizing accounting software to perform tasks such as payroll, balancing bank statements, budgeting, and monitoring cash flow.

Skills

• 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.

Benefits

• Medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• Paid time off, company holidays, culture days, and comprehensive work-life balance programs.
• Award-winning training and development programs with ongoing learning opportunities.
• Paid time off for volunteerism and support for company-wide and local community initiatives.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.