Sr Client Service & Product Support Specialist
@ ADP

Florence, South Carolina, United States
$90,000
On Site
Full-time
Posted 28 days ago

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Job Details

Basic Function

As a Sr Client Service & Product Support Specialist, you will play a crucial role in assisting employers to screen and claim the federal tax credits for their WOTC eligible applicants by ensuring accurate and timely processing of all qualifying applications.

Essential Responsibilities

  • Prepare and process raw data files of WOTC eligible applications by state and file format.
  • Review data for accuracy, update information if necessary, and submit to the appropriate State Workforce Agencies within 28 days of a new hire’s start date.
  • Ensure client WOTC submissions comply with IRS, federal, and state regulations.
  • Follow up from submission to certification and update internal systems with current statuses.
  • Report on WOTC applications’ statuses using regular and ad-hoc reports, tracking progress.
  • Conduct internal audits of associates’ state submissions for file and record accuracy.
  • Perform new hire pre-screenings via IVR to determine tax credit eligibility.
  • Assist Leadership with monitoring call volume, scheduling, addressing associate queries, and technical issues.
  • Utilize the GenCloud program to monitor and evaluate call interactions and provide feedback.

Non-Essential Responsibilities

  • Perform other related duties as directed by management.
  • Maintain and enhance knowledge on statutory changes.

Qualifications

Experience: 3-5 years in Client Service with strong WOTC processing expertise, proficient in Windows Applications (Excel, NotePad, etc.), and call center experience is a plus. Excellent oral and written communication skills (Spanish bilingual is a plus).

Generic Skills: Ability to work under pressure, follow procedures, and adapt to changing processes.

Education: Associate's or Bachelor's degree in business or a related field, or an equivalent combination of education and experience.

Why You'll Love Working Here

  • Enjoy a culture that values equity, inclusion, and belonging.
  • Join one of nine Business Resource Groups for global networking.
  • Work in an agile, dynamic environment with growth opportunities.
  • Access best-in-class benefits starting Day 1 and focus on well-being.
  • Contribute to a company committed to positive community impact.
  • Benefit from company-paid volunteering time off.

Additional Information

Learn more about Client Services at ADP by watching the video here and about ADP's culture and ethics here.

Key skills/competency

  • WOTC
  • Data Processing
  • Client Service
  • Compliance
  • Call Center
  • Audit
  • Reporting
  • Communication
  • Windows Applications
  • Pre-screening
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How to Get Hired at ADP

🎯 Tips for Getting Hired

  • Customize your resume: Highlight WOTC processing and client service skills.
  • Tailor your application: Address ADP’s compliance and audit expertise.
  • Research ADP culture: Review their values, ethics, and client service focus.
  • Prepare for interviews: Emphasize call center and Windows proficiency.

📝 Interview Preparation Advice

Technical Preparation

Review Windows application tools.
Practice data file processing techniques.
Understand compliance software systems.
Familiarize with GenCloud functionalities.

Behavioral Questions

Describe handling high-pressure situations.
Explain adapting to process changes.
Discuss teamwork in call center environment.
Share problem-solving during audits.

Frequently Asked Questions