Please Think Twice Before Accepting This Role - Payroll Service Representative ADP Employee Review

Where do I start? I cannot speak for other roles, but as a previous Payroll Service Representative, I can tell you without a doubt that the company DOES NOT care about you. The turnover for that position is incredibly high, for good reason. In one year we would lose as many as 7 people out of a roughly 20 person team, and that was just in my location (there are several locations). They are almost always constantly hiring new unlucky souls because of this. On the topic of the company not caring about those in this particular role: they hire as few people as possible to do as much work as possible, to the point where you are almost always stressed out. You have a very high number of clients. A good amount of clients that would allow you to do your job well without too much stress would be 80. The average amount of clients a PSR (payroll service rep) has is 120. It is ridiculous. You cannot be honest and tell them the load is too much because that will "reflect badly upon you". You are supposed to be at the beck and call of these clients, sometimes some will yell or be very rude. We've had clients that made quite a few of my previous coworkers cry. And they do not get reprimanded for this, for the same reason the company overworks you, because they value money over their employees and do not want to risk losing that client. God forbid they stand up for their employees. On to the next thing: You have metrics. Metrics measure things such as how many phone calls you took, how many phone calls you missed (the target for this is less than 2% a day, which is an absolute joke), how many cases you work and close in their outdated system called Clarify (you are assigned many, many cases because the more clients you have, the more cases). These metrics affect your individual score, which directly affects your raise. You can step away from your desk, but you need to go "not ready" on the phones, which is another one of your metrics. Too much time off= lower scores. As little as one hour can detrimentally affect your scores. Oh, and did I mention that when you go into meetings, you also have to go "not ready" on your phone? This also lowers your scores, as some meeting are an hour long. Next topic: You have an 18 month waiting period before you can transfer to a different department that won't actually make you miserable. This almost always ensures that you go through TWO year ends, which, if you take the job, will come to be the most horrible, stressful two and a half month period of your tenure there. Also, you get hired as a contractor first, adding three months to your 18 months because "you need to be actually employed by ADP and not a staffing agency for the months to count". They would rather lose good employees (I have seen it time and time again, and I am one of them - I had excellent metrics and customer reviews) than see them happy in a different department and ensure they stay within the company. Instead, they do not care if you are miserable, so eventually you quit, they have to hire two new people (one for your department, and one for the open position you could have filled in the other department, spend money on the staffing agency per new hire, not to mention the costs of just hiring someone. They also "train" them. Their training is a joke. In the time I was there, I NEVER saw a successful training program implemented. They went through two and were starting a third. New hires were always lost, confused and stressed out because they gave you clients as soon as possible before you were properly trained, resulting in mistakes, angry clients who yell or ask for reassignments (which also affects your scores AND your pay raise), and those mistakes take time to fix, and time is a precious commodity there. About yearend: This lasts from the end of November through the end of January. You have a vacation blackout during this time, so you cannot take any vacation, and if your family lives in a different state, you cannot spend Christmas or New Year’s with them. Yearend will consist of gathering a myriad of reports for clients, answering the phones nonstop, leaving you very little time to do any other work, such as Clarify cases. You will also be answering a lot of questions. You will also be checking on why checks for that year were not cashed, reissuing any that the employees lost. As you imagine, with 120 clients, this can be quite the number of checks. In January, when W2's start being distributed, you will be asked over and over when employees will receive them. When they actually receive them, you will get things like "my employee's social security number is incorrect because I didn't double check before entering them as a new hire, here is some more work for you to do to fix my mistake because we need a new W2 for them". You will get lots of those. Throughout the entirety of yearend, you will have clients tell you someone got paid when they shouldn't have, so you need to reverse those wages. You'd better hope this was in the quarter you are currently in, otherwise it can be rather time-consuming to fix. You have no personal life during year end, this yearend some of my previous coworkers stayed until MIDNIGHT on a weekday (not Friday) fixing issues, and they had to be back by 8AM the next day. Suffice it to say my friends who still work there are often too tired to hang out after work for those two and a half months (luckily weekends exist), and stressed out of their minds. Management: Some managers are actually worth something. Two managers in my department were good at what they did, and I believe somewhat cared about their employees. The other two (one of which has moved to a different department) are not great. One is completely fake, will do nothing to help you and will only criticize your work. You cannot be honest with her about how you are doing/feeling because it will come back to bite you. The other manager, who was my first manager and was replaced by my second when he left), I thought I could be honest with him. I told him I was unhappy, he asked if I was looking at other jobs, I said I was considering it, he came back at me with “Well, think about what you do, because I’d hate for you leaving to affect your future chances with ADP”. He had been completely fine up until then, but after that, I stopped trusting him and speaking to him about how I felt/was doing. He never once offered anything to help me, no time off the phones, etc. The three day span in which I gave away my clients was the best time I had there. Saying goodbye to them and seeing freedom on the horizon (I love my current job- day and night difference), was wonderful. My apologies for the very long review, but if you are going to take this position, you should be well informed about what you are getting into, because I promise you everyone in this position is at least unhappy, and about half of them are miserable and looking for other employment (we spoke about this amongst ourselves and learned quite a few of us were searching). Whatever you decide to do, please remember that it is only a job and it is not worth all of the stress. You need to take care of yourself, and if that means not taking this job, or realizing it is not for you after some time there and searching for other employment, I implore you to do so because 1/3 of your life is spent at work. You should have a job you can at the very least, tolerate and not wake up in the morning dreading going to.