Sr. Client Service & Product Support Specialist at ADP in Alpharetta, Georgia

Job Description:

ADP is hiring a Sr. Client Service & Product Support Specialist

• Are you looking to advance in ADP?


• Do you enjoy problem solving and troubleshooting?


• Do you enjoy managing projects?


• Are you a great trainer?

This may be the role for you. Ready to make your mark?

In this role, you will serve as ADP's Wage Payments second level of tier support, including issue resolution, answering questions, helping clients, training the first tier level of support associates and much more. You carry the weight of ADP's service reputation and client satisfaction in your hands.

The nature of what you do every day will not change - your #1 goal is to help clients. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our training will help to set you up for success!

To thrive in this role, you have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

Ready to #MakeYourMark? Apply now!

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

What you'll do:

Essential Responsibilities

• Act as second level support and subject matter expert for clients and other client service representatives


• Respond to emails and incoming calls from clients while providing resolution.


• Use CRM system to document client interactions and problem resolution.


• Ensure clients are aware of compliance guidelines with each interaction.


• Educate clients on product features and functionality


• Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.


• Will provide training support for all new hire service personnel.


• May coordinate the rollout of client-specific procedures within the service center.


• May help build and maintain knowledge sources.


• Act as liaison between clients and internal departments to communicate, research, and investigate client issues.


• Analyze data and workflows to determine root causes and make recommendations to gain efficiency.


• May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.


• Provides research and consultative service support to internal and external clients.

What you can expect on a typical day:

• You will help our clients manage their business using our solutions, which could include troubleshooting and probing to resolve issues. Support might also involve partnering with multiple business units and teams for troubleshooting and delivering a seamless client experience.


• You will continually upgrade your knowledge and skills on payroll, including federal and state compliance, standard operating procedures, administrative practices, other products, and desktop support tools to develop and maintain your ability to support our clients.


• You adhere to a daily schedule and organize yourself to deal with a high volume of cases. Projects may increase during peak seasons, like at the close of the year. Project management skills are essential