Requisition #: 52177
Job Title: HR Consultant | Comprehensive Services
Country: United States
State: North Carolina
City: Charlotte
Employment Status: Full Time
Division:
Job Responsibilities:
(Description)
Workforce Now Comprehensive HR Services Supports HR clients of varying size and complexity to provide prompt and thorough responses to all types of service inquiries.
The HR Consultant:
- Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives.
- Monitors open client issues until successful completion.
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.
- 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.
- 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.
- Researches, designs and modifies complex mainframe features or software applications to meet the clients specific needs.
- Recommends software enhancements or product features and identifies client training opportunities if applicable.
- Maintains appropriate records of client contact through the CRM (ie. Siebel).
- Maintains the service organizations standards that are set by regional and corporate management regarding call and case handling, ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc.
- 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.
- 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).
Position based in CHARLOTTE, NC. office
Hours 8:00-6:30
QualificationsRequired:
(Experience, Skills, Academic)
Education: Bachelors Degree preferred
Experience: 1-3 years directly related HR experience as an HR Generalist or Coordinator required.Prior client service experience required. Proficiency in use of HRIS.
ADP Product experience a plus in: PayeXpert or HRB or EZLM.
Automatic Data Processing, Inc. (Nasdaq: ADP), with about $10 billion in revenues and about 570,000 clients, is one of the worlds largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of human resource, payroll, tax and benefits administration solutions from a single source. ADPs easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine, recreational vehicle, heavy manufacturing, and agricultural vehicle dealers throughout the world.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
All Locations: United States, Charlotte, NC
Education:
Job Category: Human Resources
Area of Interest: Client Support
Industry: IT Consulting/Services
Discipline: Consulting
Experience: Less than 5 Years
Compensation: Doe
Company: ADP