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Representant du service à la clientele /SMB Client Service Rep

Montreal, QC H3B 4N4, Canada

Jobs Client Service

Job reference #6170_8250121

REMARQUE POUR LES ASSOCIÉS D’ADP
Un associé doit occuper son poste actuel depuis au moins 18 mois pour pouvoir poser sa candidature à un poste vacant à l’interne. Lorsque vous postulez un emploi interne, veuillez en informer votre supérieur.
 
Chez ADP, notre réussite passe par celle de nos employés. Nous vous donnons l’occasion de mettre à profit vos talents et votre point de vue uniques. Nous accueillons vos idées sur la façon de faire les choses différemment et mieux. Nous appuyons pleinement les efforts que vous déployez pour vous réaliser, apprendre et croître. Si la réussite vous motive, vous êtes à votre place chez ADP.
 
L’excellence du service est une valeur fondamentale chez ADP. Notre division des Services aux petites entreprises s’engage à offrir aux petites entreprises des solutions de traitement de la paie, de traitement des impôts et d’entreprise intégrée précises, pratiques et sans risque à l’échelle des États-Unis. Saviez-vous que plus de 95 % des petites entreprises qui font affaire avec nous sont satisfaites des services d’ADP et recommanderaient ADP à d’autres entreprises? Quel effet ce genre de réussite pourrait-il avoir sur votre carrière?
 
Prestation des services chez ADP. L’objectif consiste à aider les clients que nous servons à devenir des employeurs plus efficaces. Vous pouvez y arriver en collaborant avec d’autres associés d’ADP pour veiller à ce que nos produits et services donnent des résultats positifs. L’assistance remarquable que vous offrez distingue nos solutions de gestion d’effectifs sur un marché mondial de plus en plus concurrentiel.
 
RESPONSABILITÉS
-Répondre aux appels et courriels entrants des clients, donner suite aux projets des clients ainsi qu’en assumer l’imputabilité et l’entière responsabilité, tout en assurant la satisfaction totale de la clientèle
-Prêter une assistance professionnelle aux clients en naviguant simultanément dans diverses applications en ligne
-Cerner les besoins des clients en utilisant des techniques de découverte efficaces, en pratiquant l’écoute active et en utilisant les techniques de communication
-Mettre en Å“uvre avec précision les changements apportés à la configuration de l’entreprise, en portant une grande attention aux détails
-Fournir un suivi clair et concis tout au long d’un projet
-Équilibrer les nouvelles demandes et les nombreux engagements pris à l’égard des clients, dans un environnement dynamique, plaisant et au rythme rapide
-Mettre au jour (et formuler des recommandations connexes) les problèmes et les occasions découlant des demandes de renseignements de la clientèle, ou encore les signaler à l’équipe interne appropriée de ADP
-Excellentes compétences techniques/grande habileté à systématiquement donner des instructions aux clients sur l’utilisation des produits et systèmes ADP
-Capacité à travailler de façon autonome tout en faisant preuve de débrouillardise sur le plan de l’utilisation des outils et des ressources de soutien disponibles
-Faire preuve d’engagement à l’égard de l’amélioration continue et adopter une approche proactive envers le développement personnel

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
Service Delivery 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 Client Service Representative, Workforce Now plays a key role in growing ADP’s customer relationships and client loyalty, creating positive defining moments while providing software and service support to ADP’s Workforce Now clients. This position requires a dynamic individual that excels in comprehensive problem analysis, software support, and demonstrates the values of ADP’s Mission, Vision and Values and principles of Stellar Service. As with all roles within ADP, successful performance in this role will provide a host of additional opportunities for professional growth.
RESPONSIBILITIES;
* Acts as a trusted advisor and consultant to clients on all modules of ADP’s Payroll, Time and Attendance and HR solution; investigates and professionally troubleshoots software application issues while simultaneously navigating through the on-line application.
* Uncovers client needs, sources the cause of the issue through the use of effective probing techniques, and provides resolutions ensuring a Stellar Service client experience
* Ensures proper, timely follow-up on assigned cases to ensure service level agreements meet ADP standards and that the client experience is seamless, Participates in ADP client retention efforts, including helping to identify clients-at-risk. .
* Creates accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base. Identifies, recommends, or refers any issues or opportunities which arise from client queries, to the appropriate internal ADP Business Unit
* Gains a broad understanding of Workforce Now including the many complex features and configuration options.
* Continually upgrades knowledge and skill base through a wide variety of available resources to ensure familiarity, on appropriate statutory laws, or legislative rulings that impact clients; learns future products and new tools as they are deployed. Completes new hire and ongoing training programs as designed
* Learns, understands, maintains and contributes to internal support processes. Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.

Qualifications:
Education:
* Bachelor’s degree required (or equivalent in post secondary education and experience). Preferably in business and/or human resources management.
Experience:
* Practical experience with Payroll and HR software applications, software configuration and client systems.
* Basic understanding of payroll processing workflow from input to delivery of the payroll. Completion of Payroll Fundamentals, and Payroll Compliance Legislation as well as sound knowledge of Best Payroll Practices an asset.
* Working knowledge of ADP’s Paytech mainframe
* Practical knowledge and/or understanding of Human Resources/Talent Management/HR Management Systems an asset.
* Proficiency in English and French an asset (verbal and written).
* Generic Skills:
* Technically savvy with the ability to systematically instruct clients on the use of ADP products and systems. Proficient with MS Office (Word, Excel, PowerPoint & Outlook).
* Balances multiple client commitments against new requests in a fast paced, dynamic, environment.
* Ability to work independently as well as in a team environment while demonstrating resourcefulness in the use of available tools and support resources
* Active listening skills and high impact oral and written communications skills to effectively receive, interpret and disseminate information in a manner that is clear and concise.
* Professional and polished telephone manner.
* Strong numeric skills. Demonstrated analytical ability and judgement; able to see and solve problems holistically, sometimes with limited information.
* Extensive customer service experience with proven skills in conflict resolution.
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.

 
 


Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive 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 65 years of experience as one of the largest providers of human capital management solutions world-wide.

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.

ID #4694 Location Montreal, QC H3B 4N4, Canada Industry Client Service Type Full Time Role Representant du service à la clientele /SMB Client Service Rep Career Level Presence Office

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Communication
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