The SBS department is severely unorganized and the managers are immature and unprofessional. I've witnessed a rep quit because their own manager bullied them. I was also picked on by one of my managers but I thankfully didn't have to work for her that long. It's one thing to be yelled at and stressed out by clients but to not have support by management makes working at ADP dreadful. Management is only focused on numbers. Work-Life-Balance is non existent. You will have to work mandatory OT hours during the holiday season but don't worry they will give you some cheap food and a snack to eat once a week during this time.
For some reason this department wants to operate like a call center but the work is different from a typical call center. You will get inbound calls from clients and these clients are waiting over 3 hours to speak with someone so they are not only upset about the issue but having to wait so long. And most of the time it is an issue that cannot be resolved on that same phone call. You will have to call other departments or make payroll/tax adjustments. Both are very time consuming. It is not possible to do all of this and maintain 30 calls a day. If they are able to do this, it is from cutting corners which will cause the client to call back. Or you're working off the clock, which I have done on multiple occasions.
I went through a couple of medical emergencies and loss of a family member and when I came back from said situations, I was offered no grace or consideration. Instead I was asked to produce higher numbers while trying to catch up on everything. It is very difficult to get PTO and even when you take it, you'll come back to dozens of emails from clients or other employees about cases that no one wants to help with.
The actual helpful and knowledgeable people are treated like garbage. They only care about how many calls you take each day and how many sales leads you generate. When it comes to actually helping the client, it is not a priority for ADP. I spent most of my time correcting errors other employees caused that they would not correct themselves because too focused on hitting their numbers. As a result I was punished for actually servicing the client's needs which is what I thought the purpose of the job was.
I am more than happy that I do not work at ADP anymore. I cannot recommend working in another department as I heard it is not any better.
