Taxpayer Support Representative – Inbound Calls Only

About the Company

ADP is a global leader in human capital management solutions, offering a comprehensive suite of cloud-based solutions to help clients manage their most important asset — their people. From payroll and benefits to talent management and compliance, ADP is committed to designing better ways to work through cutting-edge products, premium services, and exceptional experiences that help people reach their full potential. With a strong presence in New York City, ADP serves a diverse range of businesses, from small startups to large enterprises.

Job Description

We are seeking a dedicated Taxpayer Support Representative to join our dynamic team in Manhattan, New York. In this role, you will be the first point of contact for our clients, providing expert assistance with tax-related inquiries, payroll questions, and general account support. This is an inbound calls only position, meaning you will primarily be responding to client questions and issues as they arise, ensuring a smooth and helpful experience. You will be responsible for accurately documenting interactions and providing timely resolutions, leveraging our comprehensive knowledge base and internal resources.

Key Responsibilities

• Answer inbound calls from clients regarding tax-related questions, payroll discrepancies, and general account inquiries.
• Provide clear, concise, and accurate information to resolve client issues efficiently and effectively.
• Utilize internal systems and tools to research issues, update client records, and process requests.
• Escalate complex issues to senior representatives or specialized departments when necessary.
• Maintain a high level of professionalism and empathy in all client interactions.
• Document all client communications and resolutions in our CRM system with meticulous detail.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Participate in ongoing training and development to stay current with tax regulations and product updates.

Required Skills

• Excellent verbal communication skills with a clear and professional phone demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency in basic computer applications, including Microsoft Office Suite.
• Ability to navigate multiple systems and applications simultaneously.
• High school diploma or equivalent.
• Demonstrated ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Previous experience in a call center, customer service, or client-facing role.
• Basic understanding of payroll processes or tax terminology.
• Experience with CRM software (e.g., Salesforce, Zendesk).
• Bilingual proficiency (e.g., Spanish, Mandarin) is a plus.

Perks & Benefits

• Competitive hourly wage with opportunities for growth.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off and company holidays.
• 401(k) retirement plan with company match.
• Life insurance and disability benefits.
• Extensive training and ongoing professional development programs.
• Employee assistance program.
• Modern office environment in the heart of Manhattan with access to amenities.

Apply Now