Job Title
HR Consultant
Job Profile
Full Time - Permanent
Job Responsibilities:
(Description) Automatic Data Processing, Inc. (NASDQ: ADP), with nearly $9 billion in revenues and over 585,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging nearly 60 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to organizations of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine and recreational vehicle dealers throughout the world. HR Consultant Workforce Now HR Services Supports various levels of HR clients to provide prompt and thorough responses to all types of service inquiries. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties. Works with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution. Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate. Ensures World Class Service client satisfaction on each transaction. Plays an important role in client retention for the region and for ADP, including identifying clients-at-risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory or legislative changes. Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Investigates, researches, analyzes and tests outcomes in order to resolve client questions and/or problems correctly. Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. Ensures World Class Service satisfaction on each transaction. Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that ADP is not exposed to financial risk and/or penalties. Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required. Quotes the future resolution commitment to the client based on a clear evaluation of the open case. Researches, designs and modifies complex mainframe features or software applications to meet the client's specific needs. Works with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns. Implements additional non-billable features for clients by utilizing ADP systems/applications and understanding clients requirements and needs. Recommends software enhancements or product features and identifies client training opportunities if applicable. Maintain appropriate records of client contact through the CRM (ie. Siebel). Uses the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues. Ensures that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution. Maintains the service organization's standards that are set by regional and corporate management regarding call and case handling, ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc. Receives training on products or applications and servicing skills to support the organization, clients and teammates. Remains proficient on current applications and related products/features (i.e., Payroll and/or HRIS) and learns future products and new tools as they are deployed. Continues to update knowledge through a wide variety of available resources to ensure familiarity on appropriate statutory laws or legislative rulings that impact clients. Completes new hire and ongoing training programs as designed. Participates in regional and ADP client retention efforts, including helping to identify clients-at-risk. Handles critical and/or escalated client issues which may require working directly with additional ADP Service hubs (ie. TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction. Communicates directly with clients via phone, email and/or remote diagnostic tools to resolve these issues. Uses judgment and escalates unresolvable or concerning issues to a higher level support or to management as appropriate. Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. May participate in developing documentation (ie. Solutions, KnowledgeBase, processes). NOTE: Candidates must be available to work between 8am-6:30 pm EST Monday-Friday
QualificationsRequired
(Experience, Skills, Academic): Bachelor's Degree preferred or equivalent in HR experience. This position focuses on HR experience-- PHR preferred. Experience: 3-5 years directly related experience required; which includes a minimum of 18 months ADP product experience: PayeXpert or HRB or EZLM. Microsoft Office: Word, Excel, Outlook Senior level position is available for qualified candidates. Candidates may be considered in other locations, with demonstrated skills as a self starter and the ability/knowledge to work independently, but as a member of a virtual team. Previous virtual experience preferred. ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
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Location: USA-TX-El Paso |
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Date Last Verified
Sep 09,2010 |
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Posted on
Apr 16,2010 |
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Company info
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