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 and in HRO we have built the largest Professional Employer Organization (PEO) in the country using that expertise. We provide our clients, small to mid-sized companies, with an integrated suite of HR management solutions - everything from payroll to benefits, HR compliance and HR support. Did you know that over 95% of our small business clients are not only satisfied with ADP's services but would recommend ADP to someone else? How would that kind of success impact your career?
Client support at ADP. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.
The HRO My Life Representative supports Major Account's clients by providing guidance and research in response to a wide variety of questions and issues presented by participants, managers, HR and Third Party vendors. With a focus on inbound first-call resolution and world-class service, this role will use multiple tools and resources in order to develop an accurate and comprehensive response to inquiries. To support a seamless interaction for our clients, associates in this role will also have familiarity with common payroll, benefits and HR questions utilizing multiple applications.
Respond to questions from participants, HR and third parties regarding payroll, HR and benefit services to include annual enrollment and ongoing employee transactions. (40% of time). This may require partnering with other ADP Business Units such as HR, Payroll and Benefits. Emphasis is on first-call resolution and the ESR is expected to meet a Call Coaching Quality score of 90% and 100% on Transaction surveys
Responsibilities include navigation and support of applications as well as increasing knowledge of Benefits, Payroll and HR (20% of time). With this knowledge, the ESR is expected to resolve issues with first call 85% of the time and hold a 90% adherence to schedule.
Document all inquiries into ADP's Case Management System and update multiple applications in order to develop accurate and comprehensive responses and documentation for inquiries. (20% of time).
Communicate and educate participants on processes and procedures utilizing CRM Knowledge Base, HR/Benefits Administration System, and Employee Self Service Tools (15% of time).
Performs other related duties as assigned. (5% of time)
REQUIREMENTS:
Fresh Graduates are highly encouraged to apply.
Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor's Degree, any field
At least 6 months to 1 year BPO/Shared Services experience, general office, customer service and/or data entry experience.
Above average verbal and written communications skills, analytical and problem solving skills.
Preferably with experience in using MS Office applications
Proven experience using the telephone in a high volume environment.
Basic knowledge of math, ability to work with numbers.
Proven proficiency in prioritizing critical client issues and managing workflow. (Required)
Proficiency in the use of PC applications. (Required)
Working knowledge of payroll and benefit administration is helpful. (Highly Preferred)
Strong interpersonal, conflict management and mentoring skills.
Effective time management skills, organization, and planning required
COMPETENCIES:
Delivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.
Ability to understand client expectations and provide excellent service to fulfill client expectations.
Solving day-to-day problems that align with ADP's mission, vision, and values.
Shares ideas and information across multiple audiences to drive the business need.
Acting in ways that helps deliver results in a fast-pace and diverse environment.
Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
Holding self and others to the highest personal and professional standards.
Achieve satisfactory level technical and professional skills in a changing environment.
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 Employer. ADP believes that diversity leads to strength.
We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
