Client Service - Product Support Specialist - Tax

Automatic Data Processing, Inc.; Norfolk (VA); Hybrid; USD 25,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Matched Retirement Savings

Wellness Program

Volunteer Time Off

Job summary

ADP is seeking a Client Service – Product Support Specialist – Tax to support SBS clients. You will research issues, resolve challenges, and guide clients through requirements and timelines with strong communication and problem-solving skills.

In this role you’ll be the front line for client inquiries, coordinate with internal teams, and help mitigate risk for ADP and its clients, while delivering exceptional service in a fast-paced environment.

Qualifications

• 2+ years in a client-facing or customer service role handling issues and providing exceptional service.
• Strong communication via phone, email, and other channels with professionalism.
• Proven ability to research issues, resolve concerns, and document results clearly.

Responsibilities

• Be a trusted advisor and problem solver to help clients resolve issues and provide solutions.
• Build relationships with clients over phone, email, and chat to exceed expectations while upholding integrity.
• Use product knowledge to answer questions and train clients on best practices and solutions.
• Prioritize client satisfaction and troubleshoot payroll and tax issues promptly.

Skills

Customer service

Communication

Research skills

Time management

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

Outlook

Word

Excel

Job description

ADP is hiring a Client Service – Product Support Specialist – Tax.

• Do you have experience researching issues, resolving customer concerns, and providing exceptional service in a client-facing environment?
• Are you skilled at communicating with customers by phone, email, and other channels while maintaining professionalism and building strong relationships?
• Are you looking to join a dynamic, inclusive team environment with a culture of collaboration and belonging?

Well, this may be the role for you.

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.

WHAT YOU'LL DO:

Here's what you can expect on a typical day.

What you'll do:

• Be a Trusted Advisor and Problem Solver. You will 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. You will build relationships with clients using the phone, email, and/or chat, where you will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of Integrity is Everything.
• You will leverage your ADP product - services knowledge to provide solutions to issues and questions and help build client understanding around our products' value. You will turn client input into recommendations for ADP leadership on best practices and solutions training.
• Demonstrate Client Focus. You place a strong focus on client satisfaction. You will assist clients to troubleshoot and resolve payroll and tax issues in a timely and professional manner.

Experience.

You have 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.

TO SUCCEED IN THIS ROLE:

• Over the phone and in writing, your communication style is clear, professional, and easy for clients and business partners to understand and act on. You can explain complex information, set expectations, and effectively navigate challenging conversations.
• You have strong research, analytical, and problem-solving skills and can investigate issues, identify solutions, and resolve customer concerns in a timely and professional manner.
• You are highly organized and detail-oriented, with strong time management skills and a commitment to accurate documentation, accountability, and timely follow-through.
• You are proficient in Microsoft Office tools, including Outlook, Word, and Excel.
• You are 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.
• You'll have a bachelor's degree or equivalent experience.

For Additional Comfort in the Role:

• 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.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impacton the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

Find out why people come to ADP and why they stay: https://youtu.be/ODb8lxBrxrY

ADA version: https://youtu.be/IQjUCA8SOoA

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Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $18.56 - USD $34.66 / Hour*
*Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.