Employee Service Center Bilingual Representative

2 weeks ago

Montreal, Quebec, Canada ADP Full time

ADP is looking to hire a Bilingual Representative for the Employee Service Center

  • If you want to advance your career in a stable and dynamic workplace with many chances for growth,
  • Are you someone who is always learning and values continuous training, development, and mentorship opportunities?
  • Do you seek to work in a culture that promotes equity, inclusion, and belonging, providing a safe environment for diverse perspectives and insights?

If this resonates with you, keep reading to find out more.

As an Employee Service Center Bilingual Representative, you will assist clients in maximizing the use of ADP's excellent business solutions, allowing them to concentrate on expanding their business.

Reporting to the Manager of the Employee Service Center (ESC), the main role of this position involves handling employee inquiries, employing troubleshooting tactics to solve problems, and utilizing client service strategies to address sensitive payroll-related queries. For issues demanding escalation to the payroll teams, the employee call center representative (ECCR) will be responsible for documenting, classifying, and prioritizing matters within the Client Relationship Management application (CRM). Service Quality is measured against a specific Service Level Agreement (SLA). ECCR's are tasked with ensuring prompt follow-up to facilitate issue resolution in a timely manner.

About ADP: A global frontrunner in HR technology, ADP offers cutting-edge payroll, tax, HR, benefits, and more, enhanced with the latest AI and machine learning. We believe that our people are vital in cultivating an inclusive, welcoming culture that fosters innovation, encourages ideas, and promotes a sense of belonging. With over 63,000 employees worldwide, we serve more than 1 million clients across 140 countries. Thanks to the dedication, talent, and authenticity of our global ADP team, we have been lauded by industry experts as one of the top workplaces. To mention a few accolades, we have received recognition as a top employer in Greater Toronto for 2024 by Mediacorp Canada and as a Best Workplace for Innovators by Fast Company. Explore more about diversity, equity, and inclusion at ADP on our YouTube channel.

Ready to Make Your Mark?

Discover more about Client Service careers at ADP.

What you will do: Responsibilities

  • Professionally and promptly respond to client employees regarding various product offerings such as Payroll, Time and Labor management, HR, etc.
  • Equip clients with information on HR, Payroll, Time and Attendance, Trouble Shooting, and Security Management.
  • Act as an internal expert for employees on Comprehensive Services
  • Address and resolve all incoming calls and email queries from clients, delivering top-tier customer service within established timelines
  • Record all inquiries in the CRM solution (Siebel).
  • Effectively communicate and educate employees on processes and procedures utilizing our knowledge base.
  • Ensure proper and timely follow-up on assigned cases to meet service level agreements and maintain a seamless client experience, building trust in ADP as a service provider.
  • Identify, recommend, or refer any emerging issues or opportunities from client questions to the relevant internal ADP Team.
  • Learn, comprehend, maintain, and contribute to internal support processes.
  • Proactively seek ways to enhance the service experience for clients by suggesting improvements to products and support processes.
  • Offer feedback and recommendations on products, issues, processes, and procedures to boost efficiency and drive continuous improvement.

To excel in this role: Required Qualifications

  • Minimum of 2 years of customer service/HR administrative experience
  • Knowledge of ADP Products is advantageous
  • Intermediate Internet and MS Office Skills (Word/Excel) needed
  • Experience in a call center or client-facing environment
  • Excellent communication skills
  • Ability to collaborate and work effectively with cross-functional teams
  • Strong time management skills and ability to meet deadlines
  • Effective problem-solving abilities and a willingness to adapt to new technologies
  • English/French Bilingualism is Mandatory

Quebec candidates: While fluency in French is required for Quebec-based roles, proficiency in English is also necessary due to the global aspect of the business and interactions with ADP's headquarters and international offices.

BONUS POINTS FOR: Preferred Qualifications

  • 3 years of post-secondary education or equivalent in customer service/HR administrative experience.

YOU WILL ENJOY WORKING HERE AS YOU CAN:

  • Prioritize your mental health and well-being. We support each other and provide assistance for your wellness... because content employees are productive ones.
  • Join an organization dedicated to making a positive impact and giving back to the communities where we operate.
  • Access resources to aid your development. Continuous training, development opportunities, and a tuition reimbursement program for those eager to learn.
  • Innovate. Solve problems. Shape the future of work with like-minded individuals.
  • Balance work and personal life. Flexibility for better integration of work into your daily routine.
  • Think globally. With operations worldwide, exciting networking opportunities await.
  • Belong by joining one of our Business Resource Groups to connect globally with networks and partners who share similar interests and backgrounds.

What are you waiting for? Take action now

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is dedicated to fostering an inclusive, diverse, and fair work environment, ensuring equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on operational needs and applicant merit, including qualifications, experience, ability, and performance.

Ethics at ADP: Upholding the highest ethical standards and full compliance with all applicable laws is a cornerstone of ADP's ethos. We expect our employees to embody our values with utmost integrity, creating an honest and respectful workplace.

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