Sr. Client Service & Product Support Specialist - Payroll Processing

ADP - Alpharetta, GA

Full-time - Mid Level

Alpharetta, GA

5,001-10,000 employees

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.
• Respond to emails and incoming 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.
• Document client interactions and problem resolutions using CRM systems.
• Educate clients on product features and functionality.
• Analyze data and workflows to determine root causes of issues.
• Organize daily schedules to handle a high volume of inbound calls.
• Provide training and support for new hire service personnel.
• Coordinate the rollout of client-specific procedures within the service center.

Requirements

• 3-5 years of experience with payroll processing and/or Paycard products.
• Functional expertise in researching and resolving payroll-related problems.
• A BS/BA college 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 is highly encouraged.
• Excellent oral and written communication skills.
• Proficiency in various Windows applications (e.g., Word, Excel).

Nice-to-haves

• Experience in a call center environment.
• Ability to build client relationships and identify solutions.

Benefits

• Paid time off
• Volunteer time off