Client Service Representative Iii

Job Purpose

The primary role of the CRC representative is to provide outstanding customer service by accurately completing Service Requests resulting from client contacts; to identify, diagnose, and resolve their questions and issues effectively and professionally leaving our customers delighted every time we interact with them.

Duties And Responsibilities

• Communicate (phone/e-mail) with clients and provide appropriate follow-ups
• Monitor and ensure Case service level compliance and report regularly on productivity, service and specific goals and objectives
• Ensure accuracy all third-party payments to benefit carriers and government agencies
• Actively contribute to customer service excellence and payroll servicing
• Accurately implement changes to company set-up with attention to detail
• Work Over Time as needed
• Answer and assume full responsibility and ownership of incoming client Service Requests, e-mails or projects while ensuring complete customer satisfaction
• Review and uncover client needs, source the cause of the issue and make necessary changes
• Ensure accuracy of programming and complete configuration changes required
• Back up Majors phone queues as needed
• Balance multiple client commitments against new requests in a fast paced, dynamic environment

Qualifications

• Excellent case management skills and ability to prioritize deadlines
• Analytical and problem-solving skills
• 18 months in current role
• Ability to adapt to change
• Post-secondary education or equivalent business experience
• Self-motivated with a positive attitude
• Proficient in Microsoft Office and strong keyboarding skills
• Aptitude with using computerized and/or web-based products/services
• Work collaboratively in a virtual team environment
• Completion of Payroll Fundamentals, and Payroll Compliance Legislation courses
• Working knowledge of case management systems
• Strong numeric and accounting skills
• Meet productivity targets (4 cases/hour)
• Good planning and organizing skills, and ability to multi-task
• Working knowledge of ADP products (J500, WFN PT, Service@work, Ultra Edit)
• Consistent high-performance reviews
• Excellent communication skills oral and written
• Experience in a call centre / client-facing environment

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