Administrator Associate Service Center

Principle Duties and Responsibilities

• Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
• Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
• Recognize when escalation to a subject matter expert or to the Supervisor is necessary
• Record the details of each call or self-ticket. Maintain confidentiality of all information.
• Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
• Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
• Participate in ongoing training to improve expertise, customer service skills and productivity
• Processes routine insurance premiums
• Assist as needed with projects (processing mail, term folders, etc.)

Basic Qualifications

• High school diploma and 2-3 year experience working in an office environment
• Experience in delivery of customer service
• Basic computer knowledge

Preferred Qualifications

• Experience in HR and payroll processes and procedures
• Experience in a customer service call center preferable
• Intermediate MS Office skills

Skills and Abilities

• Excellent listening and telephone skills
• Ability to ask relevant questions, clarify incomplete information and summarize key points
• Good data entry skills with a high attention to detail to provide accurate information
• Able to manage multiple priorities on an ongoing basis

Pay

Salary Range: $19.00 - $28.50 IL/MA/MD/NY
Salary Range: $21.85 - $32.77