Chat Specialist I - Total Source

Chat Specialist I

ADP TotalSource is hiring a Chat Specialist I. Are you ready to join a company offering career advancement opportunities throughout your career journey? Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning? Are you looking for an inclusive environment with a culture of collaboration and belonging? If so, this may be an opportunity for you. Read on and decide for yourself.

This role is responsible for acting as a trusted advisor and client service professional by providing timely and accurate advice around payroll compliance and delivering payroll solutions that positively impact the client's business and create client retention and growth. This role troubleshoots client and product challenges, educates clients and develops partnerships with stakeholders all via Chat to create the environment to demonstrate the depth, breadth and level of care that creates value within the ADP TotalSource client relationship.

The nature of what you do every day will not change -- your #1 goal is to help your clients. However, 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 to provide troubleshooting support and a seamless client experience. Our top-ranked training will help to set you up for success!

To thrive in this role, you must be comfortable working in a metrics-driven environment as part of a structured day. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Via Chat, 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.

Ready to #MakeYourMark? Apply now!

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.

WHAT YOU'LL DO:

• Answer inbound inquiries from our customers via chat
• Log detailed requests and assist with customer queries with a sense of urgency
• Reviews payroll data supplied by clients for accuracy and completeness, analyzes, processes and balances payroll data accurately to ensures compliance with federal, state and local regulations
• Correct payroll processing data in the event of error or miscalculation
• Manage open cases effectively using established procedures and SLA's in our CRM to resolve inquiries in the shortest possible time frame while keeping clients and internal business partners informed of status and anticipated resolution timing
• Resolve customer inquiries related to administering payroll, making payments, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures and regulations as well as low level Benefits, TLM, Talent Suite and Implementation concerns
• Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads, Managers or subject matter experts
• Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a world class customer experience
• Maintain product expertise on our software and be the go-to resource for clients in need of training, best practices or system error resolution
• Provide assistance to other departments as needed
• Maintain open channel of communication with peers and internal partners
• Understand and demonstrate consistent achievement and improvement of KPI goals
• Maintains proficiency with resources i.e Knowledge articles
• Executes client relationship building that instills trust in the accurate and timely delivery of payroll services for a high volume of clients who may be diverse in size, company structure and industry within multiple states/localities.
• Other duties as required

What you can expect on a typical day:

• Maintain role as a chat point of contact and perform initial troubleshooting for client for all products and services including but not limited to Payroll, PTO, TLM, Reporting, HR, 401K, Wage Garnishment, PEO integrations, Tax, Banking, Billing, Security Access, Delivery, Risk and Benefits
• High volume internal and external case management utilizing CRM system
• Support the client through multiple channels (Chat and portal cases)
• Supports situational HR & Benefit questions
• Escalation management
• Provides WFN/AutoPay Technology Support including manual work arounds for system issues which can become your priority for the day over other scheduled activities
• Supports general and complex payroll processing questions and issues
• Support training new and existing admins in various ways including guiding them through payroll systems and system self-service
• Communicate client risk and company business changes to internal retention partners
• Manage payroll liability; identify potential financial impact to client and/or ADP
• Provide guidance and support to clients on all Federal, State and Local employment and tax laws through deep understanding of system configuration and HR tools
• Build relationships with cross-functional partners to resolve complex issues
• Works within multiple software systems to service clients
• Designing and navigating product data reports
• Utilize internal knowledge management resources for solutioning and ongoing procedural education
• Backup for team members when out of office
• Supports additional requests and services for terminated clients
• Maintain a basic knowledge of payroll fundamentals, IRS limits, PTO Policies, and TLM setups

Be a Trusted Advisor and Problem Solver. You will take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP. You'll also proactively initiate regular outbound communication to identify problems and offer solutions to improve the internal operation and administration of human resources and labor policies, practices, and procedures within the scope of our offering.

Educate and Provide Recommendations. You will leverage your ADP product and services knowledge to solve issues and questions that help clients understand our products' value. You will take client input and turn it into recommendations for your leaders on best practices and solutions training.

Flex and Adapt. You thrive in a structured environment that requires setting priorities, organizing your day, multi-task, changing direction, and providing prompt follow-up. Adaptability, empathy, self-motivation, and organization skills are must-haves in this job. You will need to balance your workload to handle multiple inquiries while focusing on what is important and staying up-to-date on ADP and external policy changes.

TO SUCCEED IN THIS ROLE:

• 2+ years of client and/or service experience
• Experience in navigating ADP platforms (Workforce Now, HENRY, MyTotalsource, etc.) or HCM products for clients.
• Excellent organizational skills
• Ability to remain calm in stressful situations
• Expertise and knowledge in Payroll setup, and processing
• Knowledge in Payroll products, features, and/or services of an online HCM platform, including but not limited to ADP Workforce Now

A college degree 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.

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