Job Description

ADP is hiring an Employee Service Center Bilingual Representative

• Are you looking to grow your career in a stable, dynamic environment with plenty of opportunities to progress?
• Are you a continuous learner who embraces ongoing training, development, and mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

If so, this may be an opportunity for you. Read on and decide for yourself.As an Employee Service Center Bilingual Representative, you\xe2\x80\x99ll help our clients leverage ADP\xe2\x80\x99s exceptional business solutions so they can focus on what matters most to them - growing their business.Reporting to the Employee Service Center (ESC) Manager, the primary responsibility of this incumbent is to respond to employee inquiries, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to the payroll teams, the employee call center representative (ECCR) 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). ECCR\xe2\x80\x99s are responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.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 serve over 1 million clients in 140 countries with over 63,000 associates worldwide. Thanks to the talent, commitment, and authenticity of our ADP associates around the world, we\xe2\x80\x99ve earned accolades from some of the industry\xe2\x80\x99s most respected thinkers for being one of the best places to work. To name a few, we have been recognized as a Greater Toronto\xe2\x80\x99s Top Employer 2024 by Mediacorp Canada and a Best Workplace for Innovators by Fast Company. Learn more about diversity, equity, and inclusion at ADP on our YouTube channel:Ready to #MakeYourMark? Apply now!To learn more about careers in Client Service at ADP, visit:What you\xe2\x80\x99ll do: Responsibilities

• Respond professionally and timely to client employees regarding multiple products offering such as Payroll, Time and Labor management & HR.
• Provide our clients with knowledge on Human Resources, Payroll, Time and Attendance, Trouble Shooting and Security Management.
• Act as an internal expert for the employees for Comprehensive Services
• Responds to & resolves all incoming telephone calls and/or email inquiries from clients; delivering the highest level of customer service within expected timelines
• Document all inquiries into our CRM solution (Siebel).
• Clearly communicate and educate employees on processes and procedures utilizing our knowledge base.
• Ensures proper, timely follow-up on assigned cases to ensure service level agreements and that the client experience is seamless, builds trust in ADP as a service provider.
• Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal ADP Team.
• Learns, understands, maintains and contributes to internal support processes.
• Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.
• Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.

TO SUCCEED IN THIS ROLE: Required Qualifications

• 2 years\xe2\x80\x99 of customer service/HR administrative experience
• ADP Product knowledge is an asset
• Intermediate Internet and MS Office Skills (Word/Excel) required
• Experience in a call center environment/ Client-facing environment
• Excellent communication skills
• Ability to collaborate & work effectively within cross functional teams
• Excellent time management skills & ability to meet deadlines
• Strong problem-solving techniques and the ability to learn new technologies
• English/French Bilingualism is Mandatory

*Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP\xe2\x80\x99s headquarters and international sites.BONUS POINTS FOR THESE: Preferred Qualifications

• 3 years post-secondary education or equivalent in customer service/HR administrative experience.

YOU\'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being\xe2\x80\xa6 because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for? Apply now!Jobs.adp.caDiversity, 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\xe2\x80\x99s 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 to learn more about ADP\xe2\x80\x99s culture and our full set of values.

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