You'll use your service, product and technical expertise and the use of service management tools such as Siebel CRM, Microsoft Office, etc. to deliver exceptional service to the National Account Client. The Consultant strives to achieve the team goals for productivity, quality, and call management. The level associated with this position is commensurate with the successful candidate's level of experience, aptitude, and technical abilities.
Key Responsibilities:
You'll use your service, product and technical expertise and the use of service management tools such as Siebel CRM, Microsoft Office, etc. to deliver exceptional service to the National Account Client. The Consultant strives to achieve the team goals for productivity, quality, and call management. The level associated with this position is commensurate with the successful candidate's level of experience, aptitude, and technical abilities.
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 client's 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. Follow up on Quality Surveys from assigned client base, for the supported ADP product(s) with the focus on improving the level of client satisfaction. Ability to perform initial scope and identify add-on services and escalates as needed. Edit customized interfaces to/from other products, testing and gaining client approval and sign-off. Performs ADP Product upgrades successfully Responsible for identifying revenue opportunities based on criteria defined by management.------------------------------------------------------------------------------------
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