Talent Service Specialist - TCOE

ADP is hiring a Talent Service Specialist - TCOE.

• Are 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.

• Serve 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.

• Deliver 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.

• Deliver 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.

• Partner 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.

• Meet 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.

• Stay 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.

• 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…