Administration - HR Service Center Rep I

Job Description : Summary

THE TOP 5 MUST HAVES FOR THIS ROLE ARE AS FOLLOWS

1. SERIOUS ATTENTION TO DETAIL

2. EXCELLENT CRITICAL THINKING

3. AT LEAST 3 YEARS OF CUSTOMER SERVICE EXPERIENCE

4. MULTI- TASKING

5. ABILITY TO TYPE AND TALK WITH CALLERS AT THE SAME TIME

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 Sills :