Job Title: Customer Service Representative
Country: Canada
State: Nova Scotia
City: Dartmouth
Employment Status: Full Time
Division: Globalview
Job Responsibilities:
(Description)
About ADPAutomatic Data Processing, Inc. is one of the world's largest providers of business outsourcing solutions. Leveraging nearly 60 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source.Visit www.adp.ca to learn more about the company!POSITION SUMMARYAs 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.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. ??
Qualifications Required
(Experience, Skills, Academic):
COMPETENCIESEducation:
??University or college diploma is an assetKnowledge, Experience, and Skills:Required:
??Effective communication skills, both written and verbal in both languages, 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 environmentMust speak French/English Must be able to work during these hours 11:30am-8:00pmPreferred:
??Knowledge of SAP and payroll is an assetNote to Job SeekersPlease note that any offer of employment will be conditional upon a background check, including a criminal record check.
Education: Associate's Degree
Job Category: Client Service
Area of Interest: Management
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