Job purpose
Resolve software questions for clients using Reporting and Analytics products. Provide solutions to meet client needs for customized reporting and outbound data feeds.
Duties and responsibilities
Follow call handling best practices to deliver Service Excellence
Resolve inbound service requests from internal and external clients utilizing ADP Reporting products
Adhere to schedule as per Workforce Management
Achieve call metrics as determined by business unit
Detail client service requests in client record management system
Collaborate with internal product support partners to bring resolution to client request
Maintain knowledge and proficiency of Reporting and Analytics products
Qualifications
Bilingual – French & English
Programming background – preferably Crystal reports
Proven track record for delivering superior customer service
Aptitude to learn new software applications
Excellent organization and prioritization skills
Strong attention to detail
Excellent time management skills
Strong communication – written and oral
Education
Post-secondary diploma or equivalent
Experience
1-2 years of customer service experience
Working conditions
Able to work between 8am-8pm EST
Physical requirements
N/A
Direct reports
N/A
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that 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 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. 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.
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