Administration - HR Service Center Rep I

Job Description: Summary

Serves as first point of contact for all inbound inquiries received by telephone, electronically and in writing

pertaining to benefits, employment policies and procedures, employee relations issues, recruitment,

learning and development and performance management.Provides assistance for all Tier 1 questions

and issues, using a knowledgebase of information and established processes and protocols to respond to

inquiries. Escalates more complex issues as appropriate and maintains records of all interactions.

Duties and Responsibilities

• Handles high volume of incoming calls in a call center environment
• Evaluates and responds to employee inquires via phone, fax and email and provides
  
  

appropriate and timely responses through use of a knowledgebase and in accordance with

Service Level Agreement

• Reviews and interprets employee data to resolve issues
• Demonstrates sensitivity and respect at all times when dealing with others
• Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as
  
  

appropriate

• Creates and maintains detailed, complete and accurate records of all interactions in Case
  
  

Management System

• Follows prescribed protocols for problem resolution
• Provides education and guidance to callers about available tools and resources
• Enters, scans and retrieves employee data in HRIS per established guidelines and
  
  

authorization processes while ensuring accuracy of information

• Maintains confidential centralized employee files
• Maintains privacy and confidentiality of information, protects the assets of the Company,
  
  

reports non-compliance and adheres to all applicable federal, state and local laws and

regulations, and company policies and procedures

• Provides callers with excellent, efficient and courteous service
• Performs other duties as assigned or requested
  
  

Required Work Experience:

1 - 2 years of experience in human resources administration and/or a call center environment required

Knowledge:

• Familiarity with and ability to adhere to standard call center metrics, including Call Volume,
  
  

Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality

• Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as
  
  

Business Objects)

Skills:

• Excellent customer service skills
• Excellent interpersonal, verbal and written communication skills
• Excellent attention to detail, problem solving, organization and prioritization skills
• Ability to follow specific, detailed instructions, resolve routine problems and perform basic
  
  

interpretation utilizing published information and tools

• Ability to prioritize, problem solve and apply critical thinking skills
• Ability to effectively interact with a diverse population at all levels within the organization
• Ability to maintain composure in stressful situations
• Experience with Microsoft Office products (Excel, Word, PowerPoint)
• Ability to type a minimum of 45 words per minute while interacting with customers on the
  
  

phone

• Ability to read, write and speak the English language, communicating clearly and effectively
  
  

with callers

MUST have excellent phone skills and a customer focused mindset.

MUST have excellent transcription skills as workers will be speaking and typing at the same time while on calls with Quest employees.

MUST have excellent attention to detail for all notes entered

MUST be organized and have good time management/multi-tasking ability to ensure all tasks are completed in a timely fashion

MUST have excellent critical thinking skills and be able to answer questions efficiently

Required Education

High School Diploma Or Equivalent REQUIRED

Associates Degree preferred, but not required

Preferred skills:

Transcription

Previous open enrollment support

Additional Job Details: Will be required to train onsite in Tampa for first two weeks, potential for remote/hybrid schedule after initial training is completed. When working remotely, candidates must be able to secure a private/quiet place to work due to the conversations they will be having with Quest employees regarding open enrollment benefits.

Local candidates only due to training onsite in Tampa. Candidates must be available to attend each day of training without any scheduled days off. This is a REQUIREMENT.

Please list home city on resume for consideration

All candidates will be in training together to ensure full knowledge transfer. Role will start 9/9/2024 for training as Open Enrollment is in October for Quest.

This role is CONTRACT ONLY