Chat Specialist I - Total Source

ADP•El Paso, TX

9h•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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 eduction
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
Take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.
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.
Leverage ADP product and services knowledge to solve issues and questions that help clients understand our products' value.
Take client input and turn it into recommendations for leaders on best practices and solutions training.
Thrive in a structured environment that requires setting priorities, organizing your day, multi-task, changing direction, and providing prompt follow-up.
Balance your workload to handle multiple inquiries while focusing on what is important and staying up-to-date on ADP and external policy changes.