Contact Center Representative
Ceridian HCM, Inc
CA - QC - Montreal
6d ago

Job Description

Ceridian. Makes Work Life Better™

This is our promise. Not only for our customers, but our employees as well.

Ceridian is a cloud company powered by our people. As an innovative fast-growing global, human capital management (HCM) technology company, join us as we transform the world of work for millions of employees around the world.

Our products help employees be paid on time, apply for promotions, grow their careers, and support their work / life fit.

Our solutions and our people work together to help organizations control costs, save time, optimize their workforce, minimize risk, and grow their businesses.

We are proud of our many recent accomplishments, which include setting a record in the TSX as the largest tech IPO in Canadian history, and having our leader recognized as a Top CEO by Glassdoor’s Employees’ Choice Awards for the third time.

Ceridian has not only invested heavily in cloud software development but in its people as well. Our workplace experience provides employees with empowering programs for career growth and includes diversity / inclusion groups to support every person’s career journey.

At Ceridian we not only work hard, but we play hard too. Each office has its own unique Fun at Work experience which includes events such as social hours, team building competitions, and other fun occasions for all employees to enjoy.

We believe in giving back to the communities that we live in, by volunteering our time and contributing to our own charity foundation, Ceridian Cares.

We also have a wide-range of flexible benefits to support our people’s work life blend and meet their needs.

We are looking for fun, intelligent, team oriented people who believe in our values : Customer Focus, Transparency, Diligence, Optimism, and Agility.

Find out why Ceridian employees declare Ceridian a Great Place to Work® in 2018, a Glassdoor Best Places to Work in 2018, and one of Canada’s Top 100 Employers for the 15th consecutive year!

About the Position :

Reporting to the Customer Support Manager, the will be on a team responsible for responding to all calls and emails (Tier 1 & 2).

The Contact Center Representative will combine strong technical and functional problem solving skills with a keen business sense to deliver top notch client-focused support!

Responsibilities :

  • Build rapport with customers by greeting them in a courteous, friendly, and professional manner
  • Listen attentively to customer needs and concerns; demonstrate empathy with an and eye towards resolution
  • Leveraging strong analytical and problem solving skills to efficiently resolve incidents
  • Providing clients with regular and timely incident updates, reducing critical situations and completes action plans
  • Documents thoroughly the processes and methodologies used to diagnose and resolve customer issues into appropriate service tools
  • Provide on-going education to customers in a complex ever changing environment
  • Proficiently navigate CRM entry systems or other relevant applications
  • Communicate effectively with individuals / teams to ensure high quality and timely completion of customer requests
  • Able to understand and articulate client specific polices and pay practices while representing the client’s culture
  • Ability to de-escalate callers when needed
  • Strong understanding of how Dayforce works Payroll, Benefits, Wage Garnishment
  • Demonstrates intermediate knowledge of payroll concepts, legislation, regulations, accounting, calculations and terminology
  • Working hours vary between 8am 8pm EST
  • Qualifications :

  • Trilingual in English, Spanish, French
  • As Contact Center Representative, you must be confident, punctual, self-motivated, and a fast learner with a strong work ethic.
  • You must be a team-oriented person who is open minded and able to work well under minimal supervision. It is also vital for your role, that you demonstrate excellent verbal and written communication and interpersonal skills.

  • High school diploma, college experience or degree a plus
  • Extensive customer service experience required
  • Computer proficiency, particularly with Microsoft applications as well as web-based applications
  • Familiarity with Microsoft Server Technology (e.g.; Windows / SQL Server)
  • Demonstrated critical thinking and multi-tasking skills
  • Ability to demonstrate strong written and verbal skills
  • 2+ years Call Center experience preferred
  • Experience in a payroll, tax or workforce management applications a plus
  • Payroll certification a plus
  • Ceridian combines the excitement of a startup environment, with the growth opportunities of a large organization. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

    We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success.

    Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and embrace all individuals and what makes them unique.

    We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity, disability, national origin, race, sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

    We enthusiastically encourage all individuals to apply for positions that fit their passions. Come join our inclusive team and start collaborating with us on award winning projects!

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