Manager - Client Support MAS

adpinternalcareers; Florida; On-site; USD 70,000 - 90,000; Full time

Job summary

ADP Major Account Services, UpMarket, is hiring a Client Service Team Manager in Florida to lead a front-line team that solves client challenges, answers questions, and trains users on ADP technology. You’ll provide direction, coach performance, and collaborate with internal partners to uphold ADP's service reputation.

This role requires a metrics-driven mindset and the ability to manage escalations with professionalism.

Qualifications

• At least 5 years of client service experience.
• One year of leadership experience.
• Certifications (FPC/CPP) are a bonus.

Responsibilities

• Provide overall direction, prioritize issues, and support the team to deliver quality work on time.
• Mentor and train associates with continuous feedback and development.
• Represent ADP as the first level of client escalations and drive resolution for payroll processing.
• Adapt in a structured environment, manage priorities, multi-task, and meet deadlines.

Skills

Client service

Leadership

Job description

ADP Major Account Services, UpMarket, is hiring a Client Service Team Manager.

• Are you ready to growyour careerand lead a team at anestablished, respected, globalcompany?
• Are you empathic to client needs, the people you lead, and internal partners to drive success?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

If so, this may beanopportunityfor you. Read on and decide for yourself.

In this role, you willlead a team that serves as ADP's front-line forsolving clients'challenges-- including issue resolution, answering questions,helping clients,training their users on ADP technology, and more. You and your team carry the weight of ADP's service reputation and client satisfaction in your hands.

Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction ofyour team'sdaily activities,coaching and developing your team members,creating an overall productive and enjoyable working environment for your team, andmanaging and resolving client escalations.

To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day.You have a way with clientsand the people that you leadthat builds rapport, establishes trust, and shines with professionalism. 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.

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

WHAT YOU'LL DO: Responsibilities

Here’s what you can expect on a typical day:

Be a Leader. You will provide overall direction, prioritize critical issues, and support your team to ensure that work is completed accurately and with quality according to scheduled deadlines, priorities, and overall goals. You will serve as a resource for your team, based on a solid working knowledge of the team's responsibilities and each associate's development plan. You'll also participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other ADP business units.

Mentor and Train. You will motivate associates while providing continuous feedback on performance and coaching. You will help develop your team members' careers and coordinate any additional training as needed with leadership support.

Represent ADP. You will represent ADP as the first level of client-escalated issues. You'll develop an action plan and oversee resolution efforts for payroll processing. Plus, you will provide direct feedback to associates on opportunities to enhance services provided to clients.

Flex and Adapt. You thrive in a structured environment where you set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You're a problem solver who can find an answer, or a solution, for time-sensitive issues and meet deadlines. You take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.

TO SUCCEED IN THIS ROLE: Required Qualifications

• At least 5 years of client service experience
• Oneyear of leadership experience

BONUS POINTS FOR THESE: Preferred Qualifications

• Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

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.