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;
* Is the initial point of contact for all non-dedicated Workforce Now clients and determines if resolution can be found on initial call (FCR – First Call Resolution) or if SOS Team resolution is required. Quotes the future resolution commitment to the client based on a clear evaluation of the open case while ensuring complete resolution and a Stellar Service client experience
* Maintains the service organization’s standards regarding call and case handling, ie Service Level, Average Speed of Answer, Average Handle Time, Adherence, NICE Pillars, Case Activity, Submitting cases to SOS or Tier 2, etc
* Ensure proper, timely follow-up on assigned cases to ensure service level agreements and that the client experience is seamless, builds trust in ADP as a service provider, and ultimately fosters client loyalty towards ADP.
* Identifies, recommends, or refers any issues or opportunities which arise from client queries, to the appropriate internal ADP Team.
* Learn, understand, maintain and contribute to internal support processes. Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes
* Maintains knowledge of key modules — Payroll, Time & Attendance, HR and Benefits and frequently used features — Time Off, Security Management, Access Permissions, Workflows
* Maintains knowledge of Paytech mainframe in order to program new requirements and resolve programming errors/issues.
* Mentor/coaches and assists in the training of less tenured or newly hired service associates on product knowledge, process and procedures and service skills.
* Continually upgrades knowledge and skill base relating to new module rollouts, existing products and statutory/legislative changes.
* Plays an important role in client retention, including identifying clients-at-risk and following established procedures i.e. loss detection template.
* Recommends software enhancements or product features and identifies client training opportunities if applicable.
* Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. May participate in developing documentation (ie. Solutions, Knowledge Base).
* 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.
* Provide regular status reports on escalated clients to stakeholders, highlighting critical issues for management and overall status of client

 

Qualifications;
Education:
* Bachelor’s degree required (or equivalent in post secondary education and experience). Preferably in business and/or human resources management.
Experience:
* At least 3 years practical experience with Payroll, Time and HR software applications,
* Understanding of programming, mapping & conversion of data and importing data
* Practical knowledge and/or understanding of Human Resources/Talent Management/HR Management Systems an asset.
* PCP completed or in progress
* General knowledge of operating systems and networking infrastructures including general internet concepts
* Familiarity with accounting principles
* Flexibility in all interactions and comfort levels with face to face client meetings and executive levels.
* Proficiency in English and French an asset (verbal and written).
Generic Skills:
* Effective communication skills: verbal, written, listening, probing, and negotiation skills
* Strong organization, time management and prioritizing skills
* Detail oriented and ability to follow-through
* Strong analytical skills
* Ability to work in varying client environments
 Commitment to work in a team environment demonstrating a positive approach and co-operation
* Collaboration with peers to support or backup each other in the interest of the client.
* Ability to multi-task, probe, analyze and problem solve.
* Proven ability to work in an environment committed to teamwork, in rapport building and conflict

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.