POSITION SUMMARY
As a member of the ADP GlobalView Americas Client Service Team the Service Center Associate 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 Service Center Associate 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 Service Center Associate 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). The Service Center Associate is responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.
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RESPONSIBILITIES
- 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 between the hours of 8:30am AST and 8pm AST Monday to Friday. Hours can be flexible and will be based on business needs.
EDUCATION
University or college diploma is an asset
KNOWLEDGE, EXPERIENCE AND SKILLS REQUIRED
- Effective communication skills, both written and verbal with superior telephone technique skills
- French speaking is mandatory
- Required to be available to work US/Canadian holidays
- Minimum 1 year experience in a Contact Centre environment or equivalent within a similar customer service role
- 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
- Knowledge of SAP and payroll is an asset
- Contact Centre hours are between 7:30am AST and 9pm AST
- The position is hybrid: 3 days in the office in Dartmouth and 2 days remote
Note to Job Seekers:
Please note that any offer of employment will be conditional upon a background check, including a criminal record check.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
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