MAS - BTS Client Service Client Support Specialist

Job Description

BTS – Client Support Specialist

Major Accounts Services - Philippines

MISSION

The Client Support Specialist is responsible for the assisting clients with research, education, set up and troubleshooting of Benefits, Talent and ACA administration within the ADP WorkforceNow platform, to ensure compliance to all State/Federal mandated regulations. Support is provided to clients through a variety of communication channels like Inbound/Outbound Calls, Chat, Email and through the case management system within ADP WorkforceNow.

SCORECARD

• To monitor quality as viewed by Clients, monthly surveys are sent to a percentage of the Client base. Associates goal is to consistently generate promoter returns on these monthly surveys. Scores between 8.5 and 9.00, while marginally acceptable are monitored for improvement. Scores below 8 are deemed not acceptable.
• As a measure of productivity and case management skills, cases are tracked by date within the case management tool. Good performance is maintaining less than 10% of case work out of date range.

COMPETENCY

• Delivering world-class service and satisfaction to all clients – internal, external, diverse and emerging.
• Maintaining focus to deliver results in a fast-pace and diverse environment.
• Escalate issues jeopardizing quality and deadlines and interact with affected management to negotiate resolution.
• Solving day-to-day problems that are in line with ADP’s mission, vision, and values.
• Shares ideas and information across multiple audiences to drive the business need.
• Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations.
• Holding self and other to the highest personal and professional standards, becoming a role model for ADP vision and values.
• Achieve satisfactory level of technical and professional skills in a changing environment.
• Complete special tasks and projects.

BASIC REQUIREMENTS/TECHNICAL SKILLS

• Bachelor's degree or equivalent in education & experience
• 1- 3 years high volume, problem resolution, technical client services experience.
• PC navigation skills.
• US Benefits & Payroll knowledge is a plus.

REPORTING

Direct to Team Leader.

MAS - BTS Client Service Client Support Specialist (Listed)

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