Customer Service Specialist

Talent Service Specialist - TCOEAre you passionate about helping clients maximize the value of their Talent solutions? Do you enjoy troubleshooting issues, solving problems, and delivering exceptional client experiences? Are you energized by working in a fast-paced, service-focused environment where every interaction makes an impact? Well, this may be the role for you.As a Talent Service Specialist, you will serve as a trusted advisor and primary support resource for clients utilizing Workforce Now Talent solutions. You will provide Tier I technology support, troubleshoot client issues, answer Talent-related questions, and deliver consultative guidance across Talent domains including Recruitment, Performance Management, Compensation, Succession Planning, Learning Management (LMS), and Enhanced Insights.As a member of the Talent Center of Excellence (TCOE), you will help clients navigate both technology and talent management questions post-implementation, ensuring they realize ongoing value from their solutions while delivering a world-class service experience.This is a front-line client support role that combines Talent technology expertise, problem-solving, and client consultation. You will support clients through phone, IVR, and service channels while helping them maximize the value of their Talent solutions and programs.Client Support & Service DeliveryServe as a primary point of contact for inbound client inquiries through phone/IVR and service channels.Provide Tier I technology support for Workforce Now Talent modules, including Recruitment, Performance, Compensation, Succession Planning, Learning Management (LMS), and Enhanced Insights.Diagnose, troubleshoot, and resolve client issues while ensuring timely and accurate case resolution.Escalate complex technical or functional issues to Tier II support teams when appropriate.Manage client interactions with a sense of urgency, ownership, and professionalism.Talent Best-Practice ConsultingDeliver consultative guidance and best-practice recommendations related to Talent processes and programs.Act as a Talent Center of Excellence (TCOE) resource for clients seeking expertise in Recruitment, Performance Management, Compensation, Succession Planning, Learning, and Talent Analytics.Help clients optimize adoption and utilization of Talent solutions and associated processes.Educate clients on available system capabilities, workflows, and recommended practices to support business objectives.Client Experience ExcellenceDeliver a world-class client experience during every interaction.Build trust and credibility through responsive service, strong communication, and consultative problem-solving.Contribute to the achievement of client satisfaction goals, including maintaining a 90%+ tNPS experience standard.Proactively identify opportunities to improve client outcomes and increase solution adoption.Cross-Functional CollaborationPartner closely with Client Success, Service, Talent Activation (Implementation), and Tier II teams to understand client history and service needs.Ensure continuity throughout the client lifecycle by providing informed and coordinated support.Collaborate with internal partners to resolve issues and drive successful client outcomes.Operational ExcellenceMeet and maintain established service, productivity, quality, and phone/IVR performance metrics.Accurately document client interactions, resolutions, and follow-up activities within designated systems.Effectively manage multiple priorities while maintaining attention to detail and service quality.Support evolving team processes and service delivery standards.Continuous Learning & InnovationStay current on Workforce Now Talent products, enhancements, and emerging best practices.Provide feedback to leadership and product stakeholders regarding client trends, recurring issues, and opportunities for improvement.Contribute ideas that enhance service delivery, knowledge resources, operational efficiency, and client outcomes.Experience. You have 2-5+ years of experience in relevant skills gained and developed in a client service, customer support, HR technology, Human Capital Management (HCM), Talent systems, or similar role.To succeed in this role:Experience providing Tier I support, help desk support, application support, software troubleshooting, or support for SaaS, HCM, HRIS, Talent Management platforms, or similar technologies.Experience working in a client-facing service environment supporting customers through phone, case management, ticketing, IVR, or similar service channels.Working knowledge of Talent processes and practices in one or more disciplines including Recruitment, Performance Management, Compensation, Succession Planning, Learning, or Talent Analytics gained through HR, Talent, HR technology, client support, system administration, consulting, or related experience.Strong troubleshooting and problem-solving skills with the ability to diagnose client issues and identify effective solutions.Demonstrated ability to provide consultative support and explain technical and Talent-related concepts in a clear, client-friendly manner.Ability to support client issues while guiding clients on Talent processes, best practices, and solution adoption.Experience working in an environment with defined service levels, client satisfaction goals, productivity metrics, and quality standards.Strong verbal and written communication skills with the ability to build trust and credibility with clients.Ability to effectively manage multiple priorities while maintaining accuracy, attention to detail, and a high level of client service.Ability to collaborate effectively across teams and functions to drive successful client outcomes.For additional comfort in the role:Experience supporting Workforce Now, HCM, HRIS, ATS, LMS, Talent Management, or other SaaS-based technology solutions.Proficiency with CRM, case management, and reporting tools.You'll have a bachelor's degree or equivalent.You'll love working here because you can:Have courageous team collaboration. Courage comes from how associates are willing to have difficult conversations, speak up, be an owner, and challenge one another's ideas to net out the best solution.Deliver at epic scale. We deliver real user outcomes using strong judgment and good instincts. We're obsessed with the art of achieving simplicity with a focus on client happiness and productivity.Be surrounded by curious learners. We align ourselves with other smart people in an environment where we grow and elevate one another to the next level. We encourage our associates to listen, stay agile, and learn from mistakes.Act like an owner & doer. Mission-driven and committed to leading change, you will be encouraged to take on any challenge and solve complex problems. No tasks are beneath or too great for us. We are hands-on and willing to master our craft.Give back to others. Always do the right thing for our clients and our community and humbly give back to the community where we live and work. Support our associates in times of need through ADP's Philanthropic Foundation.Join a company committed to equality and equity. Our goal is to impact lasting change through our actions.What are you waiting for? Apply today!