Pros
The benefits are pretty great, and the PTO amounts are nice. There is a drive to be inclusive and an environment that encourages creativity and learning. The building is amazing, with great views of the lake, a gym, a starbucks, its own cafe, a clinic, as well as lounge areas on every floor with games and televisions. Lots of opportunity for growth, if you are willing to stick around. If you have a good manager and a good team, it will ease the stress that comes with the job. You will feel like you have great support and people to guide you to where you need to be. If you enjoy structure and are familiar with a corporate setting, this job would probably be a good fit for you.
Cons
Notice how a lot of the very positive reviews are from people who have worked here less than year, and especially those in training. It takes a long time to train, all of which is paid with great benefits, and once you hit the floor there is a sharp learning curve. Every minute of your day will be micromanaged. Expect to be treated like a child when it comes to managing your time. From the moment you clock in until the moment you clock out, you will have to record what you are doing and how long you are doing it. You will get a thirty minute lunch that you cannot go one minute over, and your two fifteen minute breaks also include the time you get up to go to the bathroom. This is a call center job. Do not let anyone try to persuade you otherwise. You will be expected to make a certain number of calls per hour, many of which you will have to do further research on in order to resolve, which you will be given very minimal time do to. You’re expected to solve it quickly and without error, which many times is not possible due to the nature of the position. There is an emphasis on quantity over quality, though management will tell you otherwise. If you thought the client base would be more mature and level headed (and not completely clueless) because you are speaking with business owners, expect to be disappointed. You will have clients scream at you, make a mistake and blame you for it, and have absolutely no idea what they’re doing or what they’re talking about like any other customer service job. Sometimes it’s worse than a typical customer service role because you are responsible for moving people’s livelihood and money around, among the many other plates you have to spin. Despite a generous PTO plan, using it often feels like a lost cause. You will have to schedule months in advance in order for any chance of it getting approved which it usually hasn’t. One upside to this is that if you want to leave anyway you can at the cost of an “occurrence” which you get a decent amount of. ADP spouts a philosophy of integrity and value but does little to follow through on it. Employees are given crumbs in terms of community and peer involvement and are expected to treat it like a feast. I often came home tired, angry, and sad, not just because of the sometimes endless stream of berated clients, but also because I felt undervalued, unacknowledged, and overworked. If you are someone that thrives in a call center environment and can handle the stress of back to back calls about tax and payroll, then this might be a good fit. If not, look elsewhere.
