Solution Center Consultant I or II

 ADP, with $8.5 billion in revenues and approximately 590,000 clients worldwide, is one of the largest providers of a broad range of premier, mission-critical, cost-effective transaction processing and information-based business solutions. Our services include: a full suite of human resource administrative services; integrated securities transaction processing and investor communications services for the financial services industry; and computing solutions for auto and truck dealers and vehicle manufacturers..

 
1. Accurately denotes call issues (cases) based upon client interviews and determines the most effective method for resolution, using Project Services when necessary for complex and time-consuming projects. Escalates critical incidents to the Team Leader.

2. Delivers services within call center benchmarks as established by Client Services management.


3. Performs routine research and executes corrective action on client issues and questions concerning product or ADP services. Assumes ownership for inquiries made by the client until such time the "issue" is dispatched to another entity.

4. May perform special projects as determined necessary by Client Services management. Estimates time and cost of project and communicates this and expected timeframes to the client. Follows standard process for obtaining proper client approvals.

5. Recognizes potential client technical issues and refers them to the appropriate technical support representative. Recognizes the level of client product expertise and escalates concerns regarding client competencies.

6. Visits or calls clients on a proactive basis to ensure client satisfaction and retention and that all current product features are being utilized and understood. (Level 2 Account Management).

7. Ensures client payrolls and other related products and services are processed in an accurate and timely manner. Investigates, analyzes and resolves problems on a timely basis.

8. Continually reviews and standardizes all controls on a client's payroll as well as develops and implements year-end plans for each client.

9. Participates in new business orientation from Implementation Services. Complies with all transition standards and processes.

10. Provides support and Level 1 technical assistance to assigned client base regarding product capabilities and payroll / HR functional issues. Ensures issues are resolved in a timely manner.

11. Requiring limited supervision, the Solution Center Consultant makes decisions regarding client requests and problem resolutions.



 Minimum 2 - 3 years experience in payroll, HR or client service with proven proficiencies in basic systems problem resolution through effective interface and communication.
Demonstrated ability to manage time and prioritize client issues required.
Must have the ability to effectively communicate to both clients and internal staff and work under pressure of time constraints.
Proven proficient in the feature and functionality of Autopay and PC Payroll as well as providing technical support to the National Account client base.
Proven proficient in the functionality of pre-processing systems for the collection and interfacing of hours and earning into Autopay or PC/Client Server based products.
Entry level position into servicing the Enterprise suite of National Account products.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.