Effectively communicates with clients and accurately documents all client issues. Communication utilizing the Siebel CRM Call Management System. Delivers services within call center benchmarks as established by Client Services management. Provides technical assistance to assigned client base regarding product capabilities. Performs routine research, issue resolution and effectively responds to client questions and concerns relating to ADP Products and Services. Taking into account the clients level of product expertise and adjusts how service is delivered to ensure client satisfaction. May perform special projects as determined necessary by Client Services management. Estimates time and cost of project and communicates this and expected timeframes to the client. Follows standard process for obtaining proper client approvals. Recognizes potential client technical and non-technical issues and escalates the issue to the appropriate technical consultant in a timely manner, based on established escalations processes. Assumes ownership for all inquiries made by the client until such time the issue is resolved to the clients satisfaction. Ensured issues are resolved in a timely manner. Proactively communicates with the client base to ensure client satisfaction and retention, and that all current product features are being utilized and understood. Participates in transitions to service (new clients or add on services). Complies with all transition standards and processes. Ability to perform initial scope and identify add-on services and escalates as needed. Responsible or identifying revenue opportunities based on criteria defined by management.QUALIFICATIONS
Education: Bachelor’s degree or equivalent in education and experience required.
Experience: Minimum 1-year relevant experiences in Tax, payroll and or equivalent technical client support experience, with proven proficiencies in call handling, escalation, logical troubleshooting and problem resolution. Demonstrated ability to manage time and prioritize multiple client issues and projects effectively.
Skills: Must have the ability to effectively communicate to both clients and internal staff in a team environment. Must have high level of responsibility to own client issues, must have interpersonal skills to effectively and politely communicate with clients, and must have a solid technical foundation necessary to provide support of any standard business application. Demonstrate ability to work in a team environment. Ability to work under pressure with time constraints.
Certificates, Licenses, Registrations: Any of the following certifications would be desirable: A+ , MCP, MCSE, HTML/XML, Crystal Reports, CPP, FPC, CCNA, etc.

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