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 explain and maintain the integrity of accounting data supplied to clients and CPAs.

Key Responsibilities

• Supports the General Ledger Reporting Service by fielding inbound calls and making outbound calls to clients and CPAs.
• Meets goals for telephone and e-mail response time to ensure quality customer service.
• Maintains knowledge of payroll and all ancillary products and services.
• 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 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 for 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.
• Utilizes familiar accounting terminology when speaking with accountants and interprets the needs of clients with limited accounting knowledge.
• Manually creates accounting data for clients and CPAs when the system is unavailable.
• Develops, implements, maintains, and administers training programs for employees.
• Logs phone calls and email to build and maintain a database of client and CPA interactions.
• Required to work mandatory overtime during peak seasons.

Requirements & Tech Stack

• H.S. Diploma - Required
• Payroll experience - Preferred
• Basic accounting knowledge - Preferred
• Customer Service - Preferred
• Editing - Preferred
• Budgeting - Preferred
• Microsoft Excel - Preferred
• Troubleshooting (Problem Solving) - Preferred
• General Ledger - Preferred
• Accounting - Preferred
• Paychex - Preferred
• Outbound Calls - Preferred
• Accounting Software - Preferred
• Inbound Calls - Preferred
• Sage 50 (Accounting Software) - Preferred
• Balancing (Ledger/Billing) - Preferred
• Bank Statements - Preferred
• Small Business Accounting - Preferred