Serves as primary contact for employees, retirees, and family member inquiries for assistance / information. The EmployeeCentral Contact Center Representative is responsible for resolution and general accountability for overall high-quality service and timeliness. Obtains and provides requested information or takes appropriate action to resolve, refer, or escalate issues in accordance with company and EmployeeCentral Contact Center policies and practices.
Professionally and accurately responds to written (case management system and live chat) and oral (phone calls) inquiries from employees, retirees, and family members regarding HR and payroll questions, concerns, and status updates/changes.
Accurately documents detailed information regarding interactions when required within the case management system.
Quickly and accurately resolves cases in professional, sensitive, customer-focused manner in accordance with company policies and procedures. Meets or exceeds key performance indicators of the role.
Escalates complex cases, in accordance with and as defined by EmployeeCentral Contact Center practice, with appropriate and complete documentation on work performed to date.
Interfaces with internal and external resources to furnish or obtain information with the goal of first call resolution.
Coaches employees, retirees, and families on how to use the Human Resources and Payroll self-service technology and makes referrals to outside vendors or other resources as appropriate.
Submits fulfillment requests as and when required
Discerns opportunities to improve knowledge base and overall processes.
Must be flexible within hours of operation and willing to work overtime.
Maintains high degree of confidentiality.
High School diploma required. Bachelor's degree in business, human resources, or professional certification such as CPP, CEBS, PHR is preferred.
1-2 years of customer service work experience, preferably in a human resources contact center environment.
Basic knowledge and understanding of Human Resources Practices and Services
Excellent oral and written communication skills and the ability to convey answer, issues and status changes in a clear, concise and effective manner
Excellent interpersonal skills and the ability to work effectively across all levels of the business;
Ability to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of services
Deals with interpersonal conflict and set-back in a mature, problem-solving, solutions-oriented manner