Associate Client Support Consultant - Chat Team

About the position

ADP is hiring an Associate Client Support Consultant for their Chat Team. This is a hybrid role, working 3 days in the office and 2 days from home, though this may vary during training. The role involves serving as ADP's front-line for solving clients' challenges, including issue resolution, answering questions, helping clients, and training their users on ADP technology. The primary goal is to help clients who have between 1-49 employees. The role requires comfort in a metrics-driven call center environment with a structured day, strong communication skills, and the ability to build rapport and trust with clients. The company emphasizes career advancement, award-winning training, world-class service guidelines, and an inclusive environment with a culture of collaboration and belonging.

Responsibilities

  • Help clients manage their business using ADP solutions, which could include troubleshooting and probing to resolve payroll issues.
  • Partner with multiple business units and teams for troubleshooting and delivering a seamless client experience.
  • Continually upgrade knowledge and skills on payroll, including federal and state compliance, standard operating procedures, administrative practices, other products, and desktop support tools.
  • Adhere to a daily schedule and organize to deal with a high volume of inbound calls. Daily phone time may increase during peak seasons.

Requirements

  • At least one year of experience in a customer service environment or as an HR/HRIS practitioner with systems experience.
  • Ability to work overtime hours during peak seasons.
  • Military experience is also considered.

Nice-to-haves

  • A college degree is great but not required.

Benefits

  • Career advancement opportunities
  • Award-winning training
  • World-class service guidelines
  • Inclusive environment with a culture of collaboration and belonging
  • Best-in-class benefits start on Day 1
  • Focus on mental health and well-being
  • Company-paid time off for volunteering
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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