o Drives activities that support client retention, revenue growth, and NPS quality metrics o Execute a targeted outbound campaign tailored to the various strategic channel partners for existing clients o Pro-actively calls all clients for identified loyalty campaigns. Based on information gathered, conducts research and utilizes resources to resolve any issues that the client is experiencing. o Facilitates the resolution process for any business at risk and client escalations by acting as a liaison between the client and the business segment (service leader) to resolve any outstanding issues; including pricing issues/questions. o Supports the resolution of client issues and concerns if needed and works closely with the business segment management, technical support, tax, sales and finance to assist in the resolution of issues and achieve client satisfaction. o Assesses call trends to identify opportunities and communicates those opportunities to leadership. o Ensures effective documentation of call outcomes to assist in the preparation of campaign reports which incorporate information such as business retention risk, bad phone numbers, contacts no longer there and new contact names, escalations, right party connects o Determines the components of the save process and involves necessary resources across ADP business units. o Coordinates and monitors tasks to ensure issues are resolved timely and accurately. o Coordinates, participates and reports on client outreach programs in support of loss reduction efforts. o Quality and efficient handling of all outbound retention calling campaigns o Strong English skills o Ability to read verbal cues in Canadians o Tonal changes o Vague answers o Enthusiasm/Frustration o Probing skills/Questions o Problem solving/identification o Excellent communication skills o Interpersonal skills o Time management skills **Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:** ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.