Opis
ADP is hiring a Resolution Support Specialist I. In this position you will respond to requests for research and issue resolution that require research time to resolve, thereby allowing front line associates to be available to clients. In addition you will work on special projects that support client satisfaction and retention.
To succeed in this role, you must be comfortable working in a fast based environment where adaptability, responsiveness, and empathy are must-haves. Over the phone and in writing, your communication style is clear and easy for our clients and internal partners to understand and act on. You will need to balance your workload, handle back-to-back inquires, and use solid decision making to determine the best path to resolution. You take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.
You must have the ability to flex and adapt in this role. You thrive in an environment where you set priorities, organize your day, multi-task, change direction, and provide prompt follow-up.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
RESPONSIBILITIES:
- You adhere to a daily schedule and organize yourself to deal with a high volume of different tasks.
- Receives requests for research and issue resolution via phone, email or queue.
- Determines appropriate corrective action to resolve issues and minimize impact to clients.
- Managing your own caseload and follow up, while adhering to internal SLAs for response times.
- Performs duties of inbound Client Service Representative or Sales Support Specialist during peak periods.
- Helps onboard new clients with a focus on driving positive client satisfaction surveys
- Performs proactive check-ins with clients via email and phone calls.
- Successfully navigates through all systems and properly utilizes each system to its full potential i.e. Omni, Tops, CEH, DBAL, PES, Plan Sponsor Website, Admin Web, RUN.
- Utilizes de-escalations skill to resolve issues, escalating them to management when appropriate.
- Suggests and implements procedural and process changes for achieving team goals/performance functions.
- Building rapport, establishing trust and shining with professionalism on every interaction
- Aptitude to grasp new concepts or tools by actively learning.
- Makes decisions based on available resources, constraints and organizational values.
- You should be available to work overtime hours during peak times
- Performs other related duties as assigned
QUALIFICATIONS REQUIRED:
- 1 year experience in a client service call center environment required.
- FINRA 6 & 63 required
A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:
• Experience noted above, OR
• Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- Experience working with Sales teams
- ADP payroll and retirement plan experience is a plus
- Demonstrates strong oral/written communication skills.
- Organizational skills including the ability to multi-task, set priorities, and follow up in a timely manner
- Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
- Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and CEH).
- Strong time-mgmt, organization and problem solving skills.
- Demonstrates strong presentation skills.
- Ability to gauge client satisfaction through scheduled survey's, proactive follow up calls and day-to-day interaction.
Available Locations
Florham Park, New Jersey, United States
Allentown, PA, United States
El Paso, TX, United States
Louisville, Kentucky, United States
Salem, New Hampshire, United States
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $15.82 - $32.07 / Hour
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
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.
