Sr. Client Service & Product Support Specialist - Payroll Processing

ADP - Alpharetta, GA

Full-time - Mid Level

Alpharetta, GA

Professional, Scientific, and Technical Services

About the position

The Sr. Client Service & Product Support Specialist at ADP is responsible for servicing Wisely Accounts and Distribution clients within Wage Payments in a call center environment. This role focuses on providing support for client day-to-day operations, resolving issues, answering questions, and training users on ADP technology. The specialist plays a crucial role in maintaining ADP's service reputation and ensuring client satisfaction, particularly for clients with 1000-10,000 employees. The position requires strong communication skills and the ability to build rapport with clients while managing a high volume of inquiries.

Responsibilities

• Help clients manage their business using ADP solutions, including troubleshooting payroll issues.
• Become a subject matter expert by responding to emails and calls from clients seeking resolutions.
• Partner with multiple business units for troubleshooting and delivering a seamless client experience.
• Continually upgrade knowledge on payroll, compliance, and administrative practices to support clients effectively.
• Document client interactions and problem resolutions using CRM systems.
• Educate clients on product features and analyze data to determine root causes of issues.
• Organize daily schedules to handle a high volume of inbound calls, especially during peak seasons.
• Provide training and support for new hire service personnel and coordinate client-specific procedures.

Requirements

• 3-5 years of experience with payroll processing and/or Paycard products.
• Functional expertise in researching and resolving payroll-related problems and coordinating complex transactions.
• A BS/BA degree in Business Administration or equivalent experience is preferred but not required.
• Military experience with skills in teamwork, adaptability, and organization is acceptable.
• Previous call/contact center experience with excellent oral and written communication skills is highly encouraged.
• Proficiency in various Windows applications (e.g., Word, Excel).

Nice-to-haves

• Experience in a fast-paced call center environment.
• Strong problem-solving skills and ability to work under pressure.

Benefits

• Best-in-class benefits starting on Day 1.
• Company-paid time off for volunteering.
• Ongoing training, development, and mentorship opportunities.
• A culture that values equity, inclusion, and belonging.
• Opportunities for career growth in an agile environment.