ADP is hiring a Sr Client Svc & Prod Supt Spec-G21213Basic FunctionAs a SR Client Service and Product Specialist, you will be responsible for servicing Wisely Accounts and Wisely clients in a call center environment. You will be providing support on client day-to-day operations and client initiatives.Essential Responsibilities
Maintain client relationships through processing of client requests, resolving inquires, and ensuring key client and account information is accurate.
Provide in-depth education and assistance on product features, functionality and product technical structure.
Communicate effectively and develop excellent working relationships with colleagues with Client Service and in partner teams such as Escalations, Operations, etc.
Manage and escalate requests appropriately while maintaining ownership of the client interaction and delivery solution.
Act as first level support and subject matter expert for clients and other client service representatives
Respond to incoming calls, emails and chats from clients while providing resolution.
Use CRM system to document client interactions and problem resolution.
Ensure clients are aware of compliance guidelines with each interaction.
Educate clients on product features and functionality.
Possess detailed knowledge of policies and procedures with a broad understanding of the client operation.
May provide training support for all new hire service personnel.
May coordinate the rollout of client-specific procedures within the service center.
May help build and maintain knowledge sources.
Act as liaison between clients and internal departments to communicate, research, and investigate client issues.
Analyze data and workflows to determine root causes and make recommendations to gain efficiency.
May negotiate with clients to reach a satisfactory conclusion from a business/client perspective.
Provides research and consultative service support to internal and external clients.
Non-Essential Responsibilities
Perform other related duties and assignments as directed by management.
Maintain and enhance knowledge on statutory changes.
Maintain and enhance knowledge of ADP software platforms.
Special AccountabilityDocumented procedures must be followed without impairing Wisely clients (Wisely Accounts), their employees, and Payroll Regions, or causing financial exposure to Clients or ADP.Qualifications
Experience: 3-5 years' experience with Client Service and Pay card products. Strong client service skills. Complete functional expertise with particular emphasis on researching and resolving related problems and coordinating complex transactions involving payroll processing, Service and production. Previous call center experience is highly encouraged. Excellent oral and written communication skills. PC skills a must to include proficient use of various Windows Applications (e.g. Word, Excel). Ability to follow operating procedures and instructions.
Generic Skills: Must be able to work well under pressure while maintaining a professional demeanor. Ability to apply mathematical and accounting principles to resolve errors. Ability to multi-task is essential.
Education: Associate's or bachelor's degree in business or other related field or an equivalent combination of education and experience.
In this role, you will serve as ADP's front-line for solving clients' challenges, including issue resolution, answering questions, helping clients, training their users on ADP technology, and more. You carry the weight of ADP's service reputation and client satisfaction in your hands.The nature of what you do every day will not change your #1 goal is to help clients who have between 1- 49 employees. Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client. There will be no shortage of new questions you'll receive, which will keep things interesting, and our top-ranked training will help to set you up for success!To thrive in this role, you have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEIVideosReady to #MakeYourMark? Apply now!To learn more about Client Services at ADP, watch here: https://adp.careers/ClientServicesVideosYOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
Continuously learn through ongoing training, development, and mentorship opportunities.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. 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, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.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.Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
