Responsibilities :

The following key areas identify the major responsibilities to the overall purpose of the position.

  • Receives incoming requests for support from customers via telephone, e-mail, fax.

  • Records clients' interactions in CRM database, attaching documentation when required.

  • Supports team members in the achievement of team goals such as average speed of answer and service levels.

Responds to client inquiries, including clarifying problems and applying payroll expertise and analytical ability to resolve problems, which are typically within the following categories:

  • Data entry/processing of payroll "How to" questions about products and services

  • Delivery inquires/problems or requests

  • Customer profile amendments

  • Processing inquiries

  • Payroll errors/reruns

  • Transmission problems

  • Trust

  • Year End questions

Required Skills and Knowledge :

Effectiveness Skills :

  • Communication – demonstrates intermediate knowledge of various communication methods, and the ability to present and receive information in the most appropriate matter. ie. Client facing information published after product releases, etc.

  • Problem Solving – demonstrates intermediate knowledge of problem-solving and decision-making techniques, and the ability to generate solutions to problems and decide on a course of action.

  • Adaptability – demonstrates intermediate knowledge and ability to effectively manage one's own behavior and positively influence the actions of others during times of change, stress or uncertainty.

  • Customer Focus Skills – demonstrates intermediate knowledge and ability to provide high levels of service to both internal and external customers, leading to high customer satisfaction and established relationships.

  • Integrity and Trust – demonstrates basic ability to operate with a high degree of honesty and openness, such that respect and trust is earned by coworkers and customers. Occupational Skills

  • Business Knowledge – demonstrates basic knowledge of Ceridian and its place in the market.

  • Payroll Knowledge and Accounting – demonstrates intermediate knowledge of payroll concepts, legislation, regulations, accounting, calculations and terminology.

  • Ceridian Products – demonstrates intermediate knowledge of Ceridian products and their suitability for different client needs.

  • Business Development – demonstrates basic knowledge of business development techniques, and the ability to identify opportunities, plan and develop business in support of unit objectives and Ceridian's strategies.

  • Computer Literacy – demonstrates basic knowledge of personal computers and the systems and software commonly used in your area, and the ability to use them in accomplishing tasks.

  • Customer Focus – Contact occurs with customers (internal and external) on a regular basis. Required Skills and Knowledge:

  • PC skills (Microsoft Office suite, keyboarding, etc.).

In addition candidates with the following assets would be given preference:

  • Experience providing over-the-phone service.

  • Experience in a payroll environment

  • Experience in a call centre environment

  • Training in basic accounting.

  • Advanced Service Delivery skills and training.

  • Education in Payroll and/or Human Resources

Education and Experience :

  • HSC

  • 2 – 5 years experience in a service environment.

  • Completion of CPA Payroll Compliance Legislation and Payroll Fundamentals 1 within 24 months of employment

  • Post-secondary education (diploma or degree level) desired.