Client Service Team lead

ADP, Inc.; Alpharetta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company-paid volunteer time off

Job summary

ADP, Inc. in Alpharetta is hiring a Client Service Team Lead to drive service quality for clients and mentor a team of associates.

You will oversee daily activities, monitor call quality, train staff, provide feedback to leadership, and act as backup to the Team Manager.

This role emphasizes collaboration across ADP and the delivery of accurate, timely payroll and benefits support to clients. We value a people-first culture and offer opportunities to grow within a dynamic, global company.

Qualifications

• Minimum of three years of experience.
• College degree is helpful but not required; relevant skills and results matter.

Responsibilities

• Serve as a resource for team members based on understanding of responsibilities and development plans.
• Lead daily activities to ensure work is completed accurately and on time.
• Monitor call quality and provide coaching on client interactions.
• Train and mentor team members and coordinate training with leadership.
• Act as backup to Team Manager in their absence.
• Prioritize issues, provide technical guidance and ensure timely client support.
• Provide first level client escalation for payroll processing and issue resolution.
• Give direct feedback to associates on opportunities to improve client services.
• Analyze team statistics and prepare reports.
• Participate in cross-functional initiatives as needed.

Skills

Leadership

Customer service

Communication

Mentoring/Training

Tools

MS Office

Job description

ADP is hiring a Client Service Team Lead.

Thanks for clicking! Let us tell you a little more...

• Do you get a crazy amount of joy from helping others uncover creative solutions to complex problems?
• Are you excited by the prospect of overcoming challenges, thinking dynamically, and taking risks to help your team and your clients accomplish greatness?
• Are you a trusted advisor who delivers on promises -- every time?

Yes? We had a feeling this could be a perfect match. Don't just take our word for it... read on and see for yourself!

This role is all about enabling our customers to be more effective employers. Our customer service team makes it happen by collaborating with customers and other ADP colleagues to ensure our products and services deliver winning results. (P.S. Did you know that the majority of our customers are not only satisfied, but they'd recommend ADP to someone else?) It gets better: you'll leverage your project management and leadership expertise to assist the Team Manager in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for your team. #MVP

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

Does this sound like you?

• Leadership Magnet Someone your leader can trust and your peers will follow. Someone who can help set the team's direction and lead them to the successful execution of the vision.
• People First You're a relationship builder who wants to help others, grow friendships, and support people.
• Collaborative Spirit You achieve more with others and value an inclusive culture where you can be you.

WHAT YOU'LL DO:

Responsibilities

What you can expect on a typical day:

• Serve as a resource for team members, based on a strong working knowledge of the team's responsibilities and each associate's development plan and training needs.
• Lead daily activities of the team to ensure that all work is completed accurately and with quality according to scheduled deadlines, priorities, and overall goals.
• Call quality monitoring of associate/client interactions.
• Train and mentor team members; coordinate additional training as needed with leadership support and provide feedback to leadership on each team member's performance.
• Serve as a backup to the Team Manager to provide guidance and direction to the team in the manager's absence.
• Prioritize critical issues, provide technical support, guidance, and direction to ensure the right client support is delivered in a timely and effective manner.
• Provide first level client escalation for issues. Develop an action plan and oversee resolution efforts pertaining to the actual processing of the payroll.
• Provide direct feedback to associates on opportunities to enhance services provided to the client.
• Analyze team statistics and prepare reports.
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.

EXPERIENCE YOU'LL NEED:

Required Qualifications

• Minimum of three years of experience

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.

BONUS POINTS FOR THESE:

Preferred Qualifications

• At least one year of people leadership experience
• EV4 or WFN experience
• Certifications: Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)
• Advanced Internet and MS Office Skills (Word/Excel)
• Superior client service skills (both verbal and written) and strong, active listening and communication skills
• Ability to collaborate and work effectively within cross-functional teams
• Ability to maintain cooperative working relationships with all levels of management
• Capacity to assess team members' performance and provide motivational support
• Proficiency and in-depth knowledge of pertinent ADP HR, Payroll and Benefits policies and procedures
• Ability to work independently and as part of a team, focused on achieving results

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 to 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 through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• 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 impact upon 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.

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. https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.