Sr. Client Service & Product Support Specialist Job Alpharetta area,Georgia USA,Customer Service/HelpDesk

Basic Function

As a Sr. Client Service and Product Specialist, you will be responsible for servicing Wisely pay card accounts and Wisely clients in a call center environment. You will be providing support on client day‑to‑day operations and client initiatives.

Essential Responsibilities

Maintain client relationships through processing of client requests, resolving inquiries, and ensuring key client and account information is accurate.
Provide in‑depth education and assistance on product features, functionality and product technical structure.
Communicate effectively and develop excellent working relationships with colleagues within Client Service and partner teams such as Escalations and Operations.
Manage and elevate requests appropriately while maintaining ownership of the client interaction and delivery solution.
Act as first‑level support and subject‑matter expert for clients and other client service representatives.
Respond to incoming calls, emails and chats from clients while providing resolution.
Use CRM system to document client interactions and problem resolution.
Ensure clients are aware of compliance guidelines with each interaction.
Educate clients on product features and functionality.
Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.
May provide training support for all new hire service personnel.
May coordinate the rollout of client‑specific procedures within the service center.
May help build and maintain knowledge sources.
Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.
Provides research and consultative service support to internal and external clients.

Non‑Essential Responsibilities

Perform other related duties and assignments as directed by management.
Maintain and enhance knowledge on statutory changes.
Maintain and enhance knowledge of ADP software platforms.

Special Accountability

Documented procedures must be followed without impairing Wisely clients, their employees, and payroll regions, or causing financial exposure to Clients or ADP.

Qualifications

Experience: 3‑5 years’ experience with Client Service and Pay card products; strong client service skills; functional expertise in researching and resolving related problems and coordinating complex transactions involving payroll processing, service and production; previous call‑center experience highly encouraged; excellent oral and written communication skills; PC skills must include proficient use of Word, Excel, and other Windows applications; ability to follow operating procedures and instructions.

Generic

Skills:

Able to work well under pressure while maintaining a professional demeanor; ability to apply mathematical and accounting principles to resolve errors; multi‑tasking is essential.

Education: Associate’s or bachelor’s degree in business or related field or an equivalent combination of education and experience.

Benefits

Best‑in‑class benefits start on Day
1.
Company‑paid time off for volunteering for causes you care about.

Diversity, Equity, Inclusion & Equal Employment Opportunity

ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, 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.

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