Job Description

The HR Call Center Service Representative 3 is primarily responsible for providing tier 1 support from phone, chat, and email channels in support of multiple areas including human resources, payroll, timekeeping, travel, and other functions as needed.

It is required that the candidate will work on-site two days a week.

Job Responsibilities :

Resolve customer requests / issues by researching and taking additional steps as required. Route / refer cases for advanced support.

Total ownership of case from inception to completion.

• Partner with stakeholders to successfully resolve problems or answer questions in a timely manner.
• Accurately document customer issues, research steps, and actions taken in the case management system.
• Perform back-office transaction processing (non-phone work) in support of HR functions.
• Strong attention to details driven to prevent errors and solving problems.
• Able to grasp complex information quickly and probe effectively where additional information is required.
• Demonstrate excellence in organizational and time management skills.
• Ability to interact with a variety of customers, partners, vendors, management and employees.
• Ability to work in a contact center environment with minimal supervision while using multiple system applications.

Basic Qualifications :

• High school diploma or equivalent required and 4 years of related education / experience.
• Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs.
• Previous experience interacting with customers in a service environment required. Experience in a call center and following a structured phone schedule.
• Ability to maintain confidentiality of information.
• Confident phone presence and exceptional customer service skills are required.
• Prior experience using a case management system.
• Strong customer service, problem solving and technology skills.
• Proficient in MS Office applications Word, Excel, PowerPoint, Teams.
• Working knowledge of Workday or other HRIS system.
• Effective listening and reading comprehension skills.

Preferred Qualifications :

• Knowledge of or experience with Service Now and Workday tools.
• Knowledge of Human Resources and / or Shared Services practices.
• General knowledge of Payroll and Timekeeping.
• General knowledge of Travel Services and Travel concepts.

Required Details

Experience : 3 Years Travel Required : No Clearance Required : No

Last updated : 2024-05-22