Customer Service Payroll Clerk

Hunter Hamilton is partnered with an established and growing company who is seeking to bring on a Customer Service Payroll Clerk in their Pasadena office. This is an onsite position during the contingent period, but they intend to convert this person over time, and it will then be a hybrid. It's first shift, Monday - Friday.

They have been in business for over 90 years, are an employee-owned company, and are a top mechanical contractor nationwide. They are licensed in over 15 states and are rapidly growing. The hiring managers are looking for someone who is patient and caring with customers, and someone who has used a ticketing system/worked in a queue-based environment. They are happy to train someone in Payroll.

Job Summary:

The Customer Service Payroll Clerk 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.):

• Familiarity with ticketing systems and payroll software such as Oracle Cloud or JD Edwards.Strong knowledge of diverse payroll structures, including complex union and non-union business rules.
• 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.
• Exceptional verbal and written communication skills to translate complex payroll issues into easy-to-understand answers.
• Experience with Microsoft Excel and Microsoft Word.
• Accurate 10-key by touch and demonstrated high-level data-entry accuracy.
• 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 customer service and/or payroll experience
• Desired: Associate's degree or higher in a related field.
• Desired: Experience within a Construction Payroll department.

Hunter Hamilton offers comprehensive benefits (medical, dental, vision). We genuinely strive to treat people with respect, care, and support during their job hunt, and throughout their employment.

Hunter Hamilton is a high-performance professional search firm specializing connecting finance, HR, operations, and legal talent with leading employers.

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