Client Service Team Lead

ADP • Tempe, AZ

14h

About The Position

In this role, you will provide guidance, insight, and coaching to your team. You will enable our clients to be more effective employers. Our service team makes it happen by collaborating with clients and other ADP colleagues to ensure our products and services deliver winning results.

It gets better: you'll leverage your project management and leadership expertise to assist the Team Manager in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for your team.

To thrive in this role, you must be comfortable working in a metrics-driven environment as part of a structured day. You have a way with clients and the people you lead, building rapport, establishing trust, and shining with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and to take action on. As a result, your client satisfaction scores make you proud.

Adaptability, empathy, self-motivation, and organization skills are must-haves in this job. You will need to balance your workload while resolving any escalations from your team, focus on what's important, and stay up-to-date on ADP and external policy changes. In return, you can expect job satisfaction in supporting a team that saves the day for our clients. All while advancing your career at a stable, highly-respected Fortune 250 company that prides itself on its welcoming, inclusive workplace where you are valued and supported.

Things can move fast here, so the pace shouldn't scare you. We still find time for a healthy dose of fun!

Requirements

• At least three years of client service experience
• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

Nice To Haves

• At least one year of people leadership experience
• WFN experience
• Proficiency and in-depth knowledge of pertinent ADP HR, Payroll and Benefits policies and procedures
• Certifications: Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)
• Advanced Internet and MS Office Skills (Word/Excel)

Responsibilities

• Leadership Magnet. Someone your leader can trust and your peers will follow. Someone who can help set the team's direction and lead them to the successful execution of the vision.
• People First. You're a relationship builder who wants to help others, grow friendships, and support people.
• Collaborative Spirit. You achieve more with others and value an inclusive culture where you can be you.
• Partner Internally.Your understanding of the Business Unit's strategic goals allows you to function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices.
• Flex. As needed, you will participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.
• Meets all call handling guidelines based in region expectations, including service levels, handle time, productivity, etc.
• Handles and follows through on escalated and unresolved client issues.
• Makes decisions regarding service recovery and expedites when necessary.
• Creates and maintains various statistical reports and surveys to achieve accuracy and client retention.
• Proactively monitors and analyzes performance statistics and initiates actions to insure regional goals are achieved.
• Works with training department to help develop and ensure effective delivery and understanding of service associate training materials.

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed