HR Services Analyst

Job Summary

Responsibilities

Deliver first contact resolution.

Professionally handle high volume inbound calls in a timely manner.

Follow specific communication guidelines and escalation protocol while handling calls by topic.

Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution.

Seize opportunities to gently educate clients and worksite employees on Client’s offerings and online employee portal functionality.

Build positive and professional relationships, and further impress customers by going the extra mile.

Must be able to communicate conversations through note taking and shorthand.

Maintain required documentation for client and worksite employee calls within applicable systems.

Provides executive leadership administrative support as needed.

Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores.

Requirements

Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.

Listen carefully to our customers to ensure appropriate responses.

Must comply and adhere to Auxis operational processes and security policies.

Must attend all customer service and performance-related scheduled meetings as required.

Qualifications

Must be able to maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its clients.

Skills

• English-Spanish Language (Oral and writing 90 % or higher) (C1 or above)
• 2-3 years of prior Customer Service- Call Center oriented role required.
• Must work well independently as well as a functional team member.
• Must have a high school diploma.
• Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
• Excellent computer skills and high proficiency in MS Office Suite is required.
• Familiarity with HRIS and Ticketing Systems is a plus.
• Experience in one of the following fields preferred: Human Resources, Benefits, and/or Payroll.

Benefits

The Senior HR Services Analyst will adjust its local schedule with resources supporting this position during Daylight Savings time changes in the USA Central Time Zone.

Pay

N/A

Schedule

N/A