Provides high-quality service to Mega Elite sales associates on behalf of clients, and accountant partners. Responds to inbound inquiries from Mega Elite sales associates regarding SBS product feature/functionality, system requirements, internal processes, and related questions. Resolves client issues surfaced by the sales organization, some of which are potential escalations, and communicates resolution to Mega Elites partners. Acts as single point of contact to SBS Mega Elite for resolving issues related to "beyond payroll" products; although issues may be sent to other groups for additional research or work, the Elite Account Specialist "owns" the resolution and communication of the resolution. Processes additional business requests, product upgrades, and region transfers. Through her/his responsiveness, demeanor, and follow-up, demonstrates an understanding of the importance of accountants to the success of our business. Resolves issues (payroll, tax filing, banking/money movement, etc.), many of them potential client escalations, and other inquiries via phone and email from Mega Elites.
Job Responsibilities:
- Receives inbound requests and inquiries via phone, email, and Chat from SBS Mega Elites regarding product feature/functionality, system requirements, internal processes/procedures, and related questions. Appropriately documents inquiries. Acts as single point of contact to SBS Mega Elites for resolving issues related to "beyond payroll" and other BU products; although issues may be sent to other groups for additional research or work, the Elite Account Specialist "owns" the resolution and communication of the resolution. Responds to issues with quality and in accordance with established service level agreements (SLAs) and internal processes.
- Utilizes all necessary resources to resolve client issues (payroll, tax filing, banking/money movement, etc.) surfaced by Mega Elite associates. Communicates resolution to Mega Elite associates as appropriate.
- Receives issues, many of them potential escalations, and other inquiries via phone and email from Mega Elites. Conducts appropriate research and takes corrective action to resolve the issue. Appropriately documents Demonstrates an understanding of the importance of accountants to the success of our business by interacting professionally and with urgency to accountant requests.
- Processes additional business requests, product upgrades, and region transfers. Follows approval guidelines and meets established SLAs where required.
- Other related duties as assigned
Education & Certification Requirements
- Bachelor's Degree (or equivalent in education and experience),FPC required within 1 year in role if not already obtained, CCP certification preferred
- Skill badges preferred
Experience:
- 3+ years
- Prior experience as a Senior Representative or Technical Support Specialist required. In-depth knowledge of payroll, tax, and ADP operating procedures. Excellent customer service skills. Demonstrated understanding of the importance of Accountants to ADP's success.
- Strong understanding of sales business. (sales KPI; unit, Dollars and quota)
Skills Needed:
- Ability to communicate effectively by speaking, especially by phone, listening, and writing.
- Effective interpersonal skills including the ability to build effective working relationships and work as part of a larger team.
- Ability to consistently follow processes and procedures.
- Ability to use Microsoft software applications (Excel, Word, Outlook, etc.).
- Ability to probe effectively for additional information.
- Ability to analyze data, draw conclusions, and determine appropriate corrective action.
- Exceptional follow up skills.
- Ability to show empathy and provide pleasant service in the face of challenging or emotionally charged situations.
- Ability to deescalate potentially volatile client interactions.
- Ability to prioritize issues and work under the pressure of time constraints.
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