Chat Specialist - Source

ADP Total Source is hiring a Chat Specialist I.

• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

If so, this may be an opportunity for you. Read on and decide for yourself.

This role is responsible for acting as a trusted advisor and client service professional by providing timely and accurate advice around payroll compliance and delivering payroll solutions that positively impact the client’s business and create client retention and growth. This role troubleshoots client and product challenges, educates clients and develops partnerships with stakeholders all via Chat to create the environment to demonstrate the depth, breadth and level of care that creates value within the ADP Total Source client relationship.

The nature of what you do every day will not change -- your #1 goal is to help your clients. However, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions to provide troubleshooting support and a seamless client experience. Our top-ranked training will help to set you up for success!

To thrive in this role, you must be comfortable working in a metrics-driven environment as part of a structured day. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Via Chat, your communication style is clear and easy for our clients to understand and take action on. 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
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A little about ADP:We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a Diversity Inc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more.

As part of our deep DEI commitment, our CEO has joined the One Ten coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our You Tube channel: /

• Answer inbound inquiries from our customers via chat
• Log detailed requests and assist with customer queries with a sense of urgency
• Reviews payroll data supplied by clients for accuracy and completeness, analyzes, processes and balances payroll data accurately to ensures compliance with federal, state and local regulations
• Correct payroll processing data in the event of error or miscalculation
• Manage open cases effectively using established procedures and SLA's in our CRM to resolve inquiries in the shortest possible time frame while keeping clients and internal business partners informed of status and anticipated resolution timing
• Resolve customer inquiries related to administering payroll, making payments, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures and regulations as well as low level Benefits, TLM, Talent Suite and Implementation concerns
• Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads, Managers or subject matter experts
• Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a world class customer experience
• Maintain product expertise on our software and be…