HR Consultant (HRO Comprehensive Services)
ADP is hiring an experienced Human Resources Service Consultant . In this position, you’ll help our clients leverage ADP’s exceptional business solutions so they can focus on what matters most to them growing their business.
Unlock Your Career Potential : Human Resources at ADP . It’s at the very core of what we do. Whether it’s partnering with associates inside ADP or outside with our clients you 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.
Provide support to our client application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.
Work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution.
Consistently monitor open client issues until successful completion, providing timely follow up. Quote the future resolution commitment to the client based on a clear evaluation of the open case.
Respond professionally and timely to client incoming phone calls and / or emails. Communicate directly with clients via phone, email and / or remote diagnostic tools to resolve these issues.
Handle client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues.
This includes investigating, researching, analyzing and testing outcomes in order to resolve client questions and / or problems the first time.
Handle critical and / or escalated client issues, which may require working directly with additional ADP Service hubs) to ensure client satisfaction.
Use solid judgment and escalate resolvable or concerning issues to a higher level of support or to management as appropriate.
Provide critical and accurate statutory information to clients in HR / Payroll areas, such as benefit administration. Use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.
Maintain appropriate records of client contact through the CRM (ie. Siebel) ensuring that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
Continually upgrade knowledge and skill base relating to new product roll outs, existing products and statutory / legislative changes.
Maintain the service organization’s standards that are set by regional and corporate management regarding call and case handling (i.
e. Adherence, Call Strategy, Case Activity, etc.)
Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.
Recommend software enhancements or product features and identifies client training opportunities if applicable.
Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
May participate in developing documentation (i.e. Solutions, KnowledgeBase) and / or participate in User Group Meetings
Minimum 1 3 years’ experience in Human Resources capacity
ADP Product knowledge in WorkforceNow (WFN) is an asset
Advanced Internet and MS Office Skills (Word / Excel) required
Excellent customer service and communication skills (both verbal and written)
English / French Bilingualism is an asset
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, resourceful and be a strong team player
Strong organization, time management and prioritizing skills
Bachelor’s Degree preferred or equivalent in HR experience
HR Designation is an asset (CHRP)
Note to Applicants :
Please note that any offer of employment will be conditional upon a background check, including a criminal record check.
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Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP : ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.
Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability.
We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.
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