As a client service professional, you'll use your service, product and technical expertise and the use of service management tools such as Siebel CRM, Microsoft Office, etc. to deliver exceptional service to the National Account Client. The Consultant strives to achieve the team goals for productivity, quality, and call management. The position entails a possible 20% mainly for training purposes. The level associated with this position is commensurate with the successful candidate's level of experience, aptitude, and technical abilities.
Effectively communicates with clients and accurately documents all client issues. Communication utilizing the Siebel CRM Call Management System.
Delivers services within call center benchmarks as established by Client Services management.
Provides technical assistance to assigned client base regarding product capabilities. Performs routine research, issue resolution and effectively responds to client questions and concerns relating to ADP Products and Services. Taking into account the client's level of product expertise and adjusts how service is delivered to ensure client satisfaction. May perform special projects as determined necessary by Client Services management. Estimates time and cost of project and communicates this and expected timeframes to the client. Follows standard process for obtaining proper client approvals.
Recognizes potential client technical and non-technical issues and escalates the issue to the appropriate technical consultant in a timely manner, based on established escalations processes.
Assumes ownership for all inquiries made by the client until such time the issue is resolved to the client's satisfaction. Ensured issues are resolved in a timely manner.
Proactively communicates with the client base to ensure client satisfaction and retention, and that all current product features are being utilized and understood.
Participates in transitions to service (new clients or add on services). Complies with all transition standards and processes.
Follow up on Quality Surveys from assigned client base, for the supported ADP product(s) with the focus on improving the level of client satisfaction.
Ability to perform initial scope and identify add-on services and escalates as needed.
Edit customized interfaces to/from other products, testing and gaining client approval and sign-off.
Performs ADP Product upgrades successfully
Responsible for identifying revenue opportunities based on criteria defined by management.
Experience, Skills, Academic:
Education: Bachelor's degree or equivalent in education and experience required.
Experience: Minimum 1-year relevant experiences in payroll and or Time and Labor Management or equivalent technical client support experience, with proven proficiencies in call handling, escalation, logical troubleshooting and problem resolution. Demonstrated ability to manage time and prioritize multiple client issues and projects effectively.
Skills: Must have the ability to effectively communicate to both clients and internal staff in a team environment. Must have high level of responsibility to own client issues, must have interpersonal skills to effectively and politely communicate with clients, and must have a solid technical foundation necessary to provide support of any standard business application. Demonstrate ability to work in a team environment. Ability to work under pressure of time constraints.
Certificates, Licenses, Registrations: Any of the following certifications would be desirable: A+ , MCP, MCSE, HTML/XML, Crystal Reports, CPP, FPC, CCNA, etc.
At ADP, our associates are the key to our success!
You will enjoy a vibrant and diverse organization with exceptional leadership committed to providing every associate with career building opportunities. ADP benefits include first day coverage for Medical, Dental and Vision Insurance, 401k and Pension Plan, Stock Purchase Plan, Tuition Reimbursement, extensive training offerings, and much more!
ADP, Automatic Data Processing, Inc. (NASDAQ: ADP), with about $10 billion in revenues and about 570,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of human resource, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine, recreational vehicle, heavy manufacturing, and agricultural 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:
Support/Data Processing & System Svcs
Automatic Data Processing - 2 years ago
Automatic Data Processing, Inc. (ADP) is engaged in providing business outsourcing solutions. ADP offers a range of human resource (HR),...