Job reference #6170_8566085

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

Insightful Expertise is a core value at ADP. In National Account Services, it’s one of the reasons the world’s largest companies – including 80% of the Fortune 500 – count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. We are a passionate partner committed to their success – and are looking for like-minded individuals who want to be part of our winning team.

Client support at ADP. It’s all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

The NAS Talent Representative provides service, product and technical expertise and the use of service management tools such as Siebel CRM, Microsoft Office, etc. to deliver exceptional service to the National Account Client. Strives to achieve the team goals for productivity, quality, and call management.

• Effectively communicates with clients and accurately documents all client issues. Communication utilizing the Siebel CRM Call Management System.
• Delivers services within call center benchmarks as established by Client Services management.
• Provides technical assistance to assigned client base regarding product capabilities. Performs routine research, issue resolution and effectively responds to client questions and concerns relating to ADP Products and Services. Taking into account the client’s level of product expertise and adjusts how service is delivered to ensure client satisfaction. May perform special projects as determined necessary by Client Services management. Estimates time and cost of project and communicates this and expected timeframes to the client. Follows standard process for obtaining proper client approvals.
• Recognizes potential client technical and non-technical issues and escalates the issue to the appropriate technical consultant in a timely manner, based on established escalations processes.
• Assumes ownership for all inquiries made by the client until such time the issue is resolved to the clients’ satisfaction. Ensured issues are resolved in a timely manner.
• Proactively communicates with the client base to ensure client satisfaction and retention, and that all current product features are being utilized and understood.
• Participates in transitions to service (new clients or add on services). Complies with all transition standards and processes.
• Follow up on Quality Surveys from assigned client base, for the supported ADP product(s) with the focus on improving the level of client satisfaction.
• Ability to perform initial scope and identify add-on services and escalates as needed.
• Edit customized interfaces to/from other products, testing and gaining client approval and sign-off.
• Performs ADP Product upgrades successfully
• Responsible for identifying revenue opportunities based on criteria defined by management. 

REQUIREMENTS:

• Fresh Graduates are highly encouraged to apply.
• Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor’s Degree, any field
• At least 6 months to 1 year BPO/Shared Services experience, general office, customer service and/or data entry experience.
• Above average verbal and written communications skills, analytical and problem solving skills.
• Preferably with experience in using MS Office applications
• Proven experience using the telephone in a high volume environment.
• Basic knowledge of math, ability to work with numbers.
• Minimum 1-year relevant experiences in payroll and or Talent Management or equivalent technical client support experience, with proven proficiencies in call handling, escalation, logical troubleshooting and problem resolution.
• Demonstrated ability to manage time and prioritize multiple client issues and projects effectively.
• Must have the ability to effectively communicate to both clients and internal staff in a team environment.
• Must have high level of responsibility to own client issues, must have interpersonal skills to effectively and politely communicate with clients, and must have a solid technical foundation necessary to provide support of any standard business application.
• Demonstrate ability to work in a team environment. Ability to work under pressure with time constraints.
• Any of the following certifications would be desirable: A+ , MCP, MCSE, HTML/XML, Crystal Reports, CPP, FPC, CCNA, etc.

COMPETENCIES:

• Delivering world-class service and satisfaction to all clients — internal, external, diverse and emerging.
• Solving day-to-day problems that are in line with ADP’s mission, vision, and values.
• Shares ideas and information across multiple audiences to drive the business need.
• Acting in ways that help delivers results in a fast-pace and diverse environment.
• Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
• Holding self and other to the highest personal and professional standards.

About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

    ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.