HR Service Center Rep

About the role

Serves as the first point of contact for the company's Human Resources department, logging all incoming inquiries in the case management system and providing accurate information to company employees, leaders, potential candidates, former employees, and retirees. Utilizes standard scripts, FAQs, policy manuals, HR issue knowledge base, desktop procedures, and other reference materials to assist with inquiries. Assists in training new Associates by providing guidance on applicable software programs and reviewing FAQs. Reviews and oversees tickets including details of new Associates to ensure accuracy and handles complaints/escalations while reacting effectively and calmly in emergent calls.

Requirements

• Associate's degree required; Bachelor's degree preferred
• Experience in an HR Call Center environment with demonstrated ability to achieve first call resolution at 80% or above
• Experience with HR Call Tracking system and effectively documenting tickets

Skills

• Computer skills and dexterity for data entry and retrieval; proficient with Windows-style applications and keyboard
• Strong customer service focus, interpersonal and listening skills; ability to deal effectively with dissatisfied customers
• Effective verbal and written communication; ability to present information clearly and professionally to varying levels of individuals
• Good analytical and problem solving skills
• Good organizational skills
• Excellent customer service skills

Responsibilities

• Serves as the first point of contact for HR call inquiries and written inquiries received through e-mail by providing accurate, timely and consistent responses
• Identifies and troubleshoots problems that need escalation and assists customers with difficult issues by demonstrating empathetic communication and helping de-escalate situations
• Responds appropriately to customer related inquiries and issues utilizing appropriate reference materials while attempting to resolve the customer's inquiry upon first call/contact; escalates inquiries when necessary to the appropriate team member
• Documents detailed information including caller, issue and needs of the customer in the HR call tracking system; ensures data is accurate, identifies and escalates priority issues and routes call to appropriate team/person
• Achieves first call resolution of 85% or above
• Assists with training of new Associates by providing guidance and instruction on applicable software programs and reviewing FAQs; reviews ticket details of new Associates to ensure accuracy and provide feedback to ensure tickets are documented according to department guidelines
• Other related duties as required
• Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards