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HRIS Client Support Specialist

Company Name:
ADP
## Job Responsibilities:(Description)
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.
Insightful expertise is a core value at ADP. In Major Accounts Services , it means that we build exceptional business solutions for our clients so they can focus on what matters most to them - growing their business. We are a passionate partner committed to their success - and are looking for likeminded individuals who want to be part of our winning team.
Client support at ADP . It's all about enabling the clients we serve to be more effective employers. You make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. You provide the expert support that makes our workforce solutions stand out in an increasingly competitive global marketplace. As a Client Support Specialist in the Major Accounts HR and Benefits Service Center you will use your HR, Benefits and Client Service skills to support various levels of Human Resources clients to provide prompt and thorough responses to all types of service inquires. This position will:
Provide support to both internal associates as well as our client application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.
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, providing timely follow up.
You will be expected to:
Respond professionally and timely to client incoming phone calls and/or emails.
Communicate directly with clients via phone, email and/or remote diagnostic tools to resolve these issues.
Investigate, research, analyze and test outcomes in order to resolve client questions and/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 you are providing Service Excellence during each interaction with internal and external clients.
Quote the future resolution commitment to the client based on a clear evaluation of the open case.
Recommend software enhancements or product features and identifies client training opportunities if applicable.
Maintain appropriate records of client contact through the CRM (i.e. eAccess/Clarify and/or Onyx), ensuring that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
Use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.
Continually upgrade knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.
Maintain the service organization's standards that are set by regional and corporate management regarding call and case handling (i.e. Adherence, Call Strategy, Case Activity, etc.)
Participate in regional and 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 (i.e. Payroll, TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction.
Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
May participate in developing documentation (i.e. Solutions, KnowledgeBase) and/or participate in User Group Meetings.
## Experience, Skills, Academic
Experience in a client service and/or Human Resources environment supporting human resource information systems with a proven proficiency in related problem resolution through effective troubleshooting and communication.
Experience with the Internet and MS Office necessary.
Excellent communication skills, strong listening skills and the ability to thrive and adapt in a fast-paced and dynamic environment are essential for success in this role.
BA/BS degree required or equivalent in experience and education.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE Magazine, and recognized by Forbes as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.
ADPCSR
Requisition #: 80789
Job Title: HRIS Client Support Specialist
Country: United States
State: Maryland
City: Owings Mills
Employment Status: Full Time
Job Category: Client Service
Area of Interest: Customer Service / Support
Locations: United States, Owings Mills, MD

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