ADP Associate Client Service Representative in Dartmouth, Nova Scotia
JOB TITLE: Associate Client Service Representative LOCATION: Dartmouth, Nova Scotia HOURS: availability from 7:30AM - 7:00PM
POSITION SUMMARY As a member of the ADP GlobalView Americas Client Service Team the CSR is the first point of contact in a tiered Support Model. The incumbent will be responsible for providing World Class Service to a designated group of client employees for payroll related enquiries. As a GlobalView CSR your responsibilities include responding to employee enquiries, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to internal tiers or the client the CSR will be responsible to ensure issues are documented, classified and prioritized within the Client Relationship Management application (CRM). Service Quality is measured against a defined Service Level Agreement (SLA). CSR's are responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.
Act as an internal expert for the employees of a designated client base.
Receive inbound calls and tickets from employees with the goal of resolving the enquiry/issue on the first contact.
Effectively utilize SAP and internal ADP systems and tools to document, troubleshoot and resolve enquiries/issues.
Monitor & track issues for updates to ensure effective issue resolution.
Act promptly and effectively within prescribed service levels to ensure World Class Service delivery.
Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary.
Provide follow-up on issues in an effective and time sensitive manner.
Make outbound calls to employees and other shared service providers internally at ADP as required.
Contribute to assigned projects associated to client service and complete assigned tasks.
Assist with HR/Payroll Practitioner calls and tickets as required.
Must be able to work a shift sometime between the hours of 8:30 am - 8:00 pm.
Experience, Skills, Academic
EDUCATION University or college diploma is an asset
Knowledge, Experience, and Skills Required:
English written and oral fluency.
Effective communication skills, both written and verbal with superior telephone technique skills
Required to be available to work US/Canadian holidays
Minimum 1 year experience in a Contact Centre environment (customer service/investigation/troubleshooting position)
Proven ability to multi-task, probe, analyze and problem-solve issues
Extensive customer service experience with proven skills with conflict resolution
Excellent systems navigation skills in a complex multi-program environment
Contact Centre hours are between 8:30am-8:00pm
Preferred: Knowledge of SAP and payroll is an asset Bilingual (Spanish/English) is an asset
About ADP- Automatic Data Processing, Inc. (Nasdaq: ADP), with about $10 billion in revenues and about 570,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of human resource, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine, recreational vehicle, heavy manufacturing, and agricultural vehicle dealers throughout the world.
ADP Canada will recruit, select, orient, develop, and promote associates based on our strategic direction and our values. We have made a commitment to address barriers in our employment processes and are committed to providing accommodations for people with disabilities. If you require an accommodation, please contact our Canadian Head Office at 416-207-2900 and ask to speak to an ADP Canada Human Resource associate or email Canada.Accessibility@ADP.com.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
WKP LICAN ADPCORE
Requisition #: 92006
Job Title: Associate Client Service Representative
State: Nova Scotia
Employment Status: Full Time
Job Category: Client Service
Area of Interest: Customer Service / Support
Locations: Canada, Halifax, NS