Answers inbound calls concerning payroll issues and document the same in CEH/Siebel. Provides basic payroll troubleshooting and walkthroughs. Analyzes client issues to determine if resolution can be provided on initial call or requires more time and engagement of an Offline team. Collaborate and connect with other departments such as Finance, Delivery, CTS etc. as necessary in resolving client's concerns. Dispatch the case to second line of support (CRC- Client Resolution Centre) or to the proper department if the requests involve high level programming. Create and send to appropriate cases to Loyalty for client retention. Send cases to Sales for clients requesting upgrades or additional business/product features. When call volume is low, assists in resolving simple cases in CRC bins. Attend trainings required by the BU i.e. Year End training; training on specific updates or new tools. Maintains knowledge and proficiency of new Time and Labor Management products as they are launched.
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Knowledge, Experience, and Skills Required: Ability to communicate effectively in English. Proven track record of delivering superior customer service. Ability to work a flexible rotational shift that falls between 8:00am - 8:00pm EST M-F Strong PC skills. Aptitude to learn new software applications and operating environments. Excellent client communication, active listening and call management skills. Analytical skills. Ability to identify trends and appropriate solutions Demonstrated team player, detail oriented.
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