Call Center Representative

ADP, Inc.; San Juan (PR); On-site; USD 28,000 - 36,000; Full time

Job summary

ADP, Inc. in San Juan seeks a customer service liaison to provide product information, answer questions, and resolve issues with accuracy and efficiency.

You will handle inquiries by phone, text, and email; maintain records; support a team; and ensure customer satisfaction through effective problem solving and timely follow-up.

Qualifications

• High school diploma or GED or 1–3 months related experience or training.
• Proficient computer skills across MS Office and business systems.
• Strong interpersonal and problem-solving abilities.
• Ability to handle high call and email volumes with patience.

Responsibilities

• Maintains a positive, empathetic, and professional attitude toward customers at all times.
• Responds promptly to customer inquiries via phone, text and email.
• Communicates with customers through various channels.
• Acknowledges and resolves customer complaints.
• Keeps records of customer interactions and transactions.
• Provides feedback on the efficiency of the customer service process.
• Manages a team of junior customer service representatives.
• Troubleshoots common issues with a product or service.
• Escalates queries as needed.
• Performs other duties as assigned by management.

Skills

Interpersonal skills

Customer service

Analytical skills

Multitasking

Time management

High volume handling

Team coordination

Attentiveness

Patience

Bilingual English/Spanish

Robo-Dialer handling

Scheduling

Education

High school diploma or GED

Tools

Excel

WOMS

Contract Management Systems

Design Software

ADP HR Systems

Order Processing Systems

Project Management Software

Word

Outlook

PowerPoint

Publisher

Job description

This position is responsible foracting as a liaison; providing product/service information; answering questions; resolving any emerging problems that our customer accounts might face with accuracy and efficiency.

DUTIES AND RESPONSIBILITIES:

• Maintains a positive, empathetic, and professional attitude toward customers at all times.
• Responds promptly to customer inquiries via phone, text and email.
• Communicates with customers through various channels.
• Acknowledges and resolves customer complaints.
• Knows our products inside and out so that you can answer questions.
• Processes orders, forms, applications, and requests.
• Keeps records of customer interactions, transactions, comments, and complaints.
• Communicates and coordinates with colleagues as necessary.
• Provides feedback on the efficiency of the customer service process.
• Manages a team of junior customer service representatives.
• Ensures customer satisfaction and provides professional customer support.
• Troubleshoots common issues with a product or service.
• Determines the quickest, most effective ways to answer a client’s or customer’s questions.
• Escalates queries and concerns.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Spreadsheet Software (Excel); Work Order Management Software (WOMS) Contract Management Systems; Design Software; Human Resource Systems (ADP); Order Processing Systems; Project Management Software; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint); and Publisher software.
• Other skills required:
  • Interpersonal and customer service skills.
  • Analytical and problem-solving skills.
  • Multitasking and organizational skills.
  • Ability to answer a high volume of calls and/or emails daily.
  • Ability to share work among a customer service team.
  • Attentiveness and patience.
  • Time-management skills.
  • Ability to find the positive in any situation.
  • Fluent in English/Spanish
  • Process Robo-Dialer Calls
  • Ability to handle special circumstance scheduling

COMPETENCIES:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

WORK HOURS: Monday- Friday (7AM-5PM)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.