RESPONSIBILITIES:- Serve as subject matter expert
- Lead workflow for other consultants
- Serves as backup to the implementation manager
- Consult with clients to deliver a comprehensive product solution
- Guide and drive the client towards the best solution for their business needs
- Share knowledge and expertise to help lead specialists and lower level consultants
- Interpret issues and find creative solutions to help the business with their long terms needs
- Analyze existing systems, interface requirements, business processes
- Partner with client to understand their business related needs
- Incorporate new processes, tools and approaches when recommending product solutions
- Utilize broad knowledge to recommend solutions to the client when appropriate
- Understand client business issues and concerns and recommend and implement appropriate solution
- Work proactively to provide information, best practices, and training on the ADP products
- Ability to influence client and guide the client to best solution to help resolve their client needs
- Build long term relationship and trust
- Interact/collaborate with ADP associates in sales and customer service
- Exchange routine information with members of client project team, including priorities,
- timeliness, issues as they arise
- Provides implementation services as defined in TotalSource Implementation Methodology, using standardized processes, tools, and deliverables to implement PEO solutions. Uses TotalSource tools and standards to consistently produce error free results in a timely manner.
- Accurate and timely completion of all data entry and wage information. Ensures all data is properly coded for client billings and filings. Performs all necessary functions to ensure a smooth transaction to Payroll Operations.
- Provides customer services to phone inquiries from clients, internal associates and other functional departments.
- Not limited to answering payroll questions, resolving problems related to client processing/invoicing, direct deposits, etc.
- Client interaction and problem resolution. Resolves client payroll issues in a timely manner by utilizing appropriate resources and proper channels. May have to issue manual checks as needed.
- Produces various reports for both clients and Implementation Management. This may include, but not limited to year end and quarterly processing, W-2 tax forms, and client billing statements.
- Monitor clarify cases and follows SLA.
- Works no pay reports and I-9 reports for compliance.
QUALIFICATIONS REQUIRED:- At least 10 years of experience working in a client service/customer service environment
- At least 5 years of business consulting experience.
- Bachelor's degree or equivalent in education and experience
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- Proven ability to maintain focus and work effectively with multiple demands
- Ability to work both independently to provide solutions to the client and as part of a team to accomplish tasks
- Strong client relationship building skills
- Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
- Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
- Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
- Proficient in the latest web technologies and working knowledge of various operating systems
- Excellent analytical and time management skills
- Excellent communication skills both verbal and written
- Proficient using Microsoft Office
