Shared Services Representative

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Job description

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America's foremost property management firm. We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships, and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Responsibilities

The Shared Service Center Representative provides Telephone, Internal Ticketing System, and Email support to internal customers who contact the Center concerning payroll practices, ADP software operations, and other technical and non-technical issues.

Essential Duties & Responsibilities

Maintain customer service levels according to company standards
Respond to user requests and peripheral problems involving ADP Vantage Software
Provide prompt, courteous service to all external and internal customers
Answer up to 50 calls daily, with the ability to answer more calls during busy times
Answer Emails from all external and internal customer
Monitor tickets and maintain database and logs of help desk calls, status, and work performed. Ensure problems are solved to the users' satisfaction or escalate unresolved issues to the next level for further investigation.
Apply critical thinking and problem-solving skills to customer problems to identify and troubleshoot problems, research solutions, resolve user difficulties, and/or recommend solutions.
Maintain awareness of new updates and changes within the ADP Vantage Software
Able to document SOPs and create job aids as needed
Assist with special projects as assigned or as needed
Participate in the training and orientation
Work overtime as needed, especially during quarter-end and year-end
Other duties as assigned

Additional Duties & Responsibilities

Practice and adhere to FirstService Residential Global Service Standards.
Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
May participate in various meetings and workgroups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects, tasks, and other related duties as assigned.

Supervisory Responsibility

N/A

Education & Experience

Must have a minimum of a High School Diploma or its equivalent
Minimum two years experience in customer service, troubleshooting experience, preferably in a call-center or shared service center
Experience in a service industry required; experience in a payroll service desirable
Experience in a help desk environment or software support highly desired

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Excellent customer service skills
Critical thinking, problem-solving, judgment, and decision-making abilities
Technical and mathematical aptitude
Detail-oriented and strong organizational and multi-tasking skills
Computer skills, including Windows and MS Office programs
Strong listening and oral communication skills
Ability to work in a team environment as well as independently and self-driven
Ability to work with sensitive and/or confidential information
Ability to meet deadlines and work well under pressure
Preferably bilingual (English/Spanish)
Preferably experience in ADP or any HCM software is desirable.