Job Description – MAS Payroll (Chat COE) Client Support Specialist I
Role and Responsibilities:
The MAS Payroll Chat Center of Excellence (Chat COE) team supports Major Account Services clients by handling chats coming from our Core and Up Market segments. Chats you can expect to receive will revolve around various questions about payroll and payroll processing. The number of chats related to payroll and payroll processing, as well as troubleshooting payroll issues will vary from day-to-day, since it is based on the number of payrolls scheduled to be processed during that time. You can also expect to receive chats that might be related to benefits, HR, 401(K), timecards, etc., since all these components are part of payroll. You will need to be able to differentiate and handle questions appropriately as well as probe to resolve the client’s concern. The goal is to assist clients with as many one-chat resolutions as possible. If not, then you will determine which appropriate team to reach out to, or queues to dispatch cases to for further follow-up. Associates can expect to be interacting with both internal partners and external clients. As Client Support Specialist I in service for Major Account Services, you will utilize your knowledge and resources to provide clients with specialized support and guidance to achieve their goals. You carry the weight of ADP’s service reputation and client satisfaction.
As a primarily chat associate, you may also need to do inbound calls as needed by the business or do outbound calls for your clients that will require follow up. As a Client Support Specialist I, you will also be expected to be able to meet to the key performance metrics that shall be used to measure your performance. Like other ADP associate, your role will also be expected to deliver 3:2 In Office Shift compliance (3 days at work, 2 days at home). IOS expectation may vary especially during training.Qualifications:
• BPO/KPO Experience is an advantage but not required
• Experience as a Chat Associate is an advantage but not required
• Exceptional problem-solving abilities and attention to detail.
• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• Ability to handle complex issues with minimal supervision from a Team Leader
• Proven experience in payroll processing and administration, preferably within a client-facing role.
• Experience with HCM software systems, preferably with expertise in WorkforceNow, Autopay Mainframe, CEH, Smart Compliance, SAP, PTCS, PMF etc.,) is an advantage but not required

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