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Global Support Representative - Celergo Streamline

Company: ADP
Location: El Paso
Posted on: January 12, 2021

Job Description:

POSITION SUMMARYADP is hiring a Global Support Representative (GSR) to join our Celergo Streamline team in El Paso, TX. As a member of the ADP GlobalView Americas Client Service Team the GSR is the first point of contact in a tiered Support Model. The incumbent will be responsible for providing World Class Service to a designated group of clients for payroll related enquiries. As a GlobalView GSR your responsibilities include responding to client inquiries, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to internal tiers or the client the GSR 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). GSR's are responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.RESPONSIBILITIES* Act as an internal expert for a designated group of clients.* Receive service requests and tickets from clients with the goal of resolving the enquiry/issue on the first contact.* Effectively utilize SAP, Seibel and internal ADP systems and tools to document, troubleshoot and resolve enquiries/issues.* Monitor & track issues for updates to ensure effective issue resolution.* Act promptly and effectively within prescribed service levels to ensure World Class Service delivery.* Manage the customer relationship by effectively identifying sensitive client concerns and escalating when necessary.* Provide follow-up on issues in an effective and time sensitive manner.* Make outbound calls to clients and other shared service providers internally at ADP as required.* Contribute to assigned projects associated to client service and complete assigned tasks.* Assist with service requests and tickets as required.EDUCATION* University degree or college diploma is an assetKnowledge, Experience, and Skills Required:* Bilingual proficiency in English and Spanish would be preferred.* Effective communication skills, both written and verbal.* Possesses a basic understanding of payroll concepts.* Demonstrated focus on accuracy and attention to detail.* Proven ability to multi-task, probe, analyze and problem-solve issues.* Extensive customer service experience with proven skills with conflict resolution.* Excellent systems navigation skills in a complex multi-program environment* Must be able to work an 8 hour shift between the hours of 7:00am and 7:00pm MST, Monday - Friday. 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.

Keywords: ADP, El Paso , Global Support Representative - Celergo Streamline, Other , El Paso, Texas

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