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Client Service Representative III

ADP, Inc.

This is a Contract position in Etobicoke, ON posted January 23, 2023.

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:

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


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

Explore our COVID-19 page to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP’s culture and our full set of values.