As a Payroll Consultant , you will support various levels of payroll clients to provide prompt and thorough responses to all types of service inquiries for MA HR Services, with an emphasis on the 50 - 99 employee market. This position will: provide application support, including Pay eXpert, HRB, ezLM, and Portal, to users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. provide guidance and best practice information regarding payroll business issues, researching state and other statutory requirements develop and maintain effective verbal and written communication with all parties. work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution. consistently monitor open client issues until successful completion. escalate issues to management as appropriate. ensure World Class Service client satisfaction on each transaction. identifying clients-at-risk. continually upgrading knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes. respond professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. investigate, research, analyze and test outcomes in order to resolve client questions an/or problems correctly. handle client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. ensure World Class Service satisfaction on each transaction. provide critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that ADP is not exposed to financial risk and/or penalties. quote the future resolution commitment to the client based on a clear evaluation of the open case. research, design and modify complex mainframe features or software applications to meet the client's specific needs for Tier II resolution. work with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns. implement additional non-billable features for clients by utilizing ADP systems/applications and understanding clients requirements and needs. recommend software enhancements or product features and identifies client training opportunities if applicable. maintain appropriate records of client contact through the CRM (ie. Siebel). use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues. ensure that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution. maintain the service organization's standards that are set by regional and corporate management regarding call and case handling(ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc.) receive training on products or applications and servicing skills to support the organization, clients and teammates. remain proficient on current applications and related products/features (i.e., Payroll, TLM, HRB, Portal) and learn future products and new tools as they are deployed. continue to update knowledge through a wide variety of available resources to ensure familiarity on appropriate statutory laws or legislative rulings that impact clients. complete new hire and ongoing training programs as designed. participate in ADP client retention efforts, including helping to identify clients-at-risk. handle critical and/or escalated client issues which may require working directly with additional ADP Service hubs (ie. TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction. communicate directly with clients via phone, email and/or remote diagnostic tools to resolve these issues. Uses judgment and escalates unresolvable or concerning issues to a higher level support or to management as appropriate. provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. participate in developing documentation (ie. Solutions, KnowledgeBase, processes).
Experience, Skills, Academic:
Education: Bachelor's Degree preferred or equivalent in education and experience. Experience: 3-5 years directly related experience required which includes a minimum of 18 months ADP product experience: PayeXpert or HRB or EZLM. Must have experience in Payroll; some HR experience is a plus. Microsoft Office: Word, Excel, Outlook NOTE: Previous virtual role experience preferred. Candidates must be able to work between the hours of 8am-6:30pm EST Monday-Friday Automatic Data Processing, Inc. (NYSE: ADP), with nearly $9 billion in revenues and over 585,000 clients, 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. ADP's easy-to-use solutions for employers provide superior value to organizations of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine and recreational vehicle dealers throughout the world. ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength
Area of Interest:
External Client Support
United States, Charlotte, NC
Automatic Data Processing
- 2 years ago - save job
Automatic Data Processing, Inc. (ADP) is engaged in providing business outsourcing solutions. ADP offers a range of human resource (HR),...