Payroll Chat Specialist I: Your Trusted Advisor

Socket.dev; El Paso (TX); On-site; USD 40,000 - 52,000; Full time

Job summary

ADP TotalSource in El Paso, TX is seeking a Chat Specialist I to deliver timely payroll compliance advice and client-ready solutions via chat. You’ll troubleshoot, educate clients, and partner with stakeholders to strengthen the client relationship.

You’ll work in a metrics-driven environment, build rapport with clients, maintain product knowledge, and guide users through payroll questions, setup, and policy guidance. Training is provided to ensure success.

Qualifications

• 2+ years of client and/or service experience.
• Experience navigating ADP platforms (Workforce Now, HENRY, MyTotalsource, etc.).
• 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

Responsibilities

• Answer inbound inquiries from customers via chat.
• Log detailed requests and assist with customer queries with urgency.
• Review payroll data for accuracy and ensure compliance with regulations.
• Correct payroll processing data in case of error or miscalculation.
• Manage open cases with SLA-driven processes and inform clients of status.
• Resolve inquiries related to payroll, payments, reports, and HR policies.
• Escalate higher-level issues to team leads or SMEs when needed.
• Maintain product expertise and train clients/admins on systems.

Skills

Client service experience

Communication skills

Calm under pressure

Tools

ADP Workforce Now

MyTotalsource

Job description

ADP TotalSource in El Paso, TX is seeking a Chat Specialist I to deliver timely payroll compliance advice and client-ready solutions via chat. You’ll troubleshoot, educate clients, and partner with stakeholders to strengthen the client relationship.

You’ll work in a metrics-driven environment, build rapport with clients, maintain product knowledge, and guide users through payroll questions, setup, and policy guidance. Training is provided to ensure success.