Job reference #6170_8628851
Basic Function
Responsible for ensuring client satisfaction by delivering Best in Class Service to an assigned base of clients. Helps resolve issues relating to product features and functionality by leveraging your technical expertise and learned product knowledge. Assists clients with the navigation and support features of ADP’s online client portal. Coordinates activities between all relevant ADP departments to ensure that clients’ payroll tax related issues are resolved timely.
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Essential Responsibilities
- Identify and monitor to completion all client requests and processing issues. Negotiate timeframes for deliverables and when appropriate, escalate issues to ensure timeframes are met.
- Contact clients proactively to ensure optimal product utilization, customer satisfaction and retention. Develop and implement quarter-end and year-end project plan for assigned clients. Prepare and conduct Account Review Calls annually or more frequently if needed.
- Respond to client inquiries via telephone and other media. Investigate, analyze, and resolve client issues. Ensure client tax data is received accurately and timely.
- Serve as a liaison to client and various ADP departments to ensure effective communication and achievement of objectives and results.
- Provide input on functionality of ADP’s online portal as it relates to the needs of the clients and service team in order to meet Best in Class Service objectives.
- Provide technical expertise, guidance and training within the service team.
- Keep up-to-date and proficient in all processes, procedures, and system enhancements as well as new product rollouts and existing offerings. Provide input for documentation updates and enhancements to ensure accuracy and effectiveness.
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Non-Essential Responsibilities
Performs other related duties as assigned
Reporting Relationships
1a. Supervisor: Client Service Manager
1b. SupervisionReceived: Direct Supervision
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2. Supervisory Authority: None
Special Accountability
N/A
Qualifications
- Education: High school diploma required. Bachelor’s degree or equivalent work and educational experience preferred. CPP preferred.
- Experience: Two to four years’ client contact or equivalent payroll, accounting, or tax-filing service experience.
- Generic Skills: Ability to work under pressure while maintaining a professional demeanor. Excellent verbal and written communication skills. Strong presentation and interpersonal skills. Excellent organization, negotiation, and leadership skills. Knowledge of PC applications for project management, word processing, spreadsheets, and presentations. Ability to multitask. Affinity for problem-solving.
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.
