Rep HR Service Center I - Tampa, FL
Look for more than answers. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It's about providing clarity and hope.
You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.
At Quest, we are on a continuous journey of discovery and development. It's this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.
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
High School Diploma required
AS/AA Degree preferred
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
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)
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
Bilingual (English/Spanish) speaking and writing skills a plus
Written and Verbal Communication
Learning on the Fly
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship.
Quest Diagnostics Incorporated