Client Service - Product Support Specialist - Tax

ADP•Norfolk, VA

2d•Hybrid

About The Position

As a Client Service – Product Support Specialist – Tax supporting ADP's Small Business Services (SBS) clients, you will provide consistent, high-quality support by researching issues, resolving challenges, and helping clients understand requirements, timelines, and next steps. You will serve as ADP's front-line for solving clients' challenges and as a trusted resource for clients and business partners, using strong communication, analytical, and problem-solving skills to deliver exceptional service. In this role, no two days are the same. You will communicate with clients through phone, email, and other channels, investigate and resolve payroll tax service issues, collaborate with internal teams, and help mitigate risk for ADP and its clients. Success in this role requires excellent customer service, strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

2+ years of experience in a client-facing or customer service environment where you researched issues, resolved customer concerns, communicated effectively with customers, and provided exceptional service.
Clear, professional communication style, easy for clients and business partners to understand and act on. Ability to explain complex information, set expectations, and effectively navigate challenging conversations.
Strong research, analytical, and problem-solving skills and can investigate issues, identify solutions, and resolve customer concerns in a timely and professional manner.
Highly organized and detail-oriented, with strong time management skills and a commitment to accurate documentation, accountability, and timely follow-through.
Proficient in Microsoft Office tools, including Outlook, Word, and Excel.
Adaptable, accountable, and eager to learn, with the ability to embrace change, receive and apply feedback, manage multiple priorities, and maintain a positive attitude while delivering exceptional client service.
A bachelor's degree or equivalent experience.

Nice To Haves

One or more years of experience in a call center or high-volume phone-based customer service environment.
Experience handling escalated customer situations and de-escalating concerns while maintaining a positive customer experience.
Payroll tax experience.
Experience supporting customers through phone and email communications.
Four years of experience in a banking or financial institution environment.

Responsibilities

Be a Trusted Advisor and Problem Solver. Use a breadth of expertise to help ADP's clients solve problems by taking a broad perspective to resolve issues and provide solutions.
Build Relationships with clients using the phone, email, and/or chat, where you will strive to exceed client expectations in every interaction. Hold yourself to the highest ethical standards and live ADP's core value of Integrity is Everything.
Leverage ADP product - services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. Turn client input into recommendations for ADP leadership on best practices and solutions training.
Demonstrate Client Focus. Assist clients to troubleshoot and resolve payroll and tax issues in a timely and professional manner.