Employee Svcs Center Rep
JOB SUMMARY
The purpose of this position is to provide customer support for calls/communications received during daily Employee Service Center operations. This position may focus on executing and monitoring one or more employee related processes. This position is required to process employee requests and associated transactions while maintaining Service Level Agreements by applying customer service satisfaction techniques with the efficient, timely and accurate use of resources.
MAJOR DUTIES AND RESPONSIBILITIES
Provide excellent customer responsiveness to calls/communications received from Human Resources (HR), HR Center of Excellence (COE) staff and employees
Demonstrate the highest degree of accuracy, courtesy and professionalism to resolve customer issues with one call resolution; subjects include but not limited to: leave of absence, workers compensation, benefits plan options, benefits eligibility, enrollment, onboarding administration including background checks and routine HR questions
Update the case management system with call/transaction specific information and supporting documentation
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR data (PeopleSoft), applicant tracking system (BrassRing), case management tracking (HR Helpdesk) and vendor websites
Apply knowledge of HR programs, policies, Benefit plans, to quickly resolve customer issues or concerns
Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue
Manage time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results and adheres to Service Level Agreements
Perform other duties as required
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to work a flexible schedule which includes unique hours of a call center operation
Ability to problem solve in a high volume production oriented environment
Proficient in Microsoft Office programs including Outlook, Excel and Word
High level of analytical and process skills, problem resolution skills
Clear and effective verbal and written communication skills
Ability to maintain confidentiality
Knowledge of leave of absence, FMLA, STD, LTD, ADA and workers' compensation administration preferred
Education
Associate's degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience required
Related Work Experience
1-3 years of human resources and/or customer service call center experience
WORKING CONDITIONS
Office environment
Must be able to work the hours between 8am-8pm EST, Monday-Friday HES100 301192 301192BR