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

Job Description:

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

In this role, you will be responsible for servicing Wisely Accounts and Distribution clients within Wage Payments in a call center environment. You will be providing support on client day-to-day operations and client initiatives. You will also serve as ADP's front-line for solving clients' challenges, including issue resolution, answering questions, helping clients, training their users on ADP technology, and 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 who have between 1000- 10,000 employees. 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 top-ranked 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: Responsibilities

What you can expect on a typical day:

• 
  Client Support. You will help our clients manage their business using our solutions, which could include troubleshooting and probing to resolve payroll issues. This would include becoming subject matter experts for clients by responding to emails and incoming calls from clients who are seeking a resolution. Support might also involve partnering with multiple business units and teams for troubleshooting and delivering a seamless client experience.


• 
  Learn. 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. The use of our CRM systems to document client interactions and problem resolution is also a large part of the day. Educating clients on product features and functionality, analyzing data and workflows to determine root causes and a broad understanding of the client operation helps to gain client/associate effectiveness creating confidence and assurance in the ADP Wage Payments relationship.


• 
  Organize. You adhere to a daily schedule and organize yourself to deal with a high volume of inbound calls. Daily phone time may increase during peak seasons, like at the close of the year and tax season. You may provide training and support for new hire service personnel, coordinate the rollout of client-specific procedures within the service center, as well as liaison between clients and internal departments.

TO SUCCEED IN THIS ROLE: Requirements

• At least 3-5 years of experience with payroll processing and/or Paycard products.


• Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, Service, and production.

A BS/BA college degree in Business Administration and/or equivalent experience is great but not
required. What's more important is having the skills to do the job. Other acceptable experiences
could include:

• Experience noted above, OR


• Military experience where skills including teamwork, adaptability, organization, and follow through will help you build team and client relationships, identify solutions, and achieve success.


• Previous call/contact center experience is highly encouraged including excellent oral and written communication skills. This would include PC skills, proficiency in various Windows applications (e.g., Word, Excel)