Job Information
ADP Employee Service Center Bilingual Representative in Montreal, Canada
ADP is hiring an Employee Service Center Representative
Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?
Well, this may be the role for you. Ready to make your mark?
In this role, you will…
As an Employee Service Center Representative, you’ll help our clients leverage ADP’s exceptional business solutions so they can focus on what matters most to them - growing their business. You’ll be partnering with associates inside ADP or outside with our clients. You’ll work across all HR disciplines - management, benefits, payroll, risk management and compliance to deliver your human capital management expertise in an increasingly competitive global marketplace.
Every day, you’ll respond to client employee inquiries regarding multiple product offerings such as Payroll, Time and Labor Management & HR, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to the payroll teams, you will be responsible for ensuring issues are documented, classified and prioritized within the Client Relationship Management application (CRM). As service quality is measured against a defined Service Level Agreement (SLA), you’ll be responsible for ensuring adequate follow-up to expedite the resolution of issues in a timely manner.
To thrive in this role, you must be comfortable working with internal technical support, various production departments and additional ADP service hubs as needed to identify a resolution. You are eager to learn and adapt well to change. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you.
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We serve over 1 million clients in 140 countries with over 63,000 associates worldwide. Thanks to the talent, commitment, and authenticity of our ADP associates around the world, we’ve earned accolades from some of the industry’s most respected thinkers for being one of the best places to work. To name a few, we have been recognized as a Greater Toronto’s Top Employer 2024 by Mediacorp Canada and a Best Workplace for Innovators by Fast Company. Learn more about diversity, equity, and inclusion at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!
To learn more about careers in Client Service at ADP , visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/
What you’ll do: Responsibilities
What you can expect on a typical day:
Service with a smile. You’ll respond to & resolve all incoming telephone calls and email inquiries from clients, delivering the highest level of client service within expected timelines. You’ll ensure proper, timely follow-up on assigned cases to ensure service level agreements and that the client experience is seamless, building trust in ADP as a service provider.
Subject matter expert. You’ll act as an internal expert for the employees of ADP Comprehensive Services.
Develop knowledge . You’ll provide our clients with knowledge of human resources, payroll, time and attendance, Trouble Shooting and Security Management. You’ll clearly communicate and educate employees on processes and procedures utilizing our knowledge base.
Problem-solver . You’ll identify, recommend, or refer any issues or opportunities which arise from client queries to the appropriate internal ADP team. You’ll provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
Exceed expectations . You’ll proactively seek ways to improve clients' service experiences by recommending enhancements to products and support processes.
TO SUCCEED IN THIS ROLE: Requirements
3 years of post-secondary education or equivalent in client service/HR administrative experience.
English/French Bilingualism is Mandatory
Intermediate Internet and MS Office Skills (Word/Excel) required
Experience in a call center environment/ Client-facing environment
Excellent written and oral communication skills
Excellent time management skills & ability to meet deadlines
Strong problem-solving techniques and the ability to learn new technologies
ADP Product knowledge is an asset
*Quebec candidates: While French is required for Quebec-based roles, the use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.
Bonus points for these: Preferred Qualifications
Ability to collaborate & work effectively within cross-functional teams.
Ability to multitask, probe, analyze, and problem-solve.
Detail-oriented and ability to follow through.
Ability to work independently, be resourceful and be a strong team player.
Strong organization, time management and prioritizing skills.
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live.
Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
Innovate. Problem-solve. Shape the future of work with people you like.
Balance work and personal time. Flexibility to integrate work more easily in your everyday life .
Go Global. With operations around the world, exciting new networking opportunities abound.
Belong by joining one our Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
What are you waiting for? Apply today!
Jobs.adp.ca
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.