HR Customer Service Representative

• Job Title : HR Customer Service Representative
• Location : Scarborough, ME
• Duration : 6 months contract with possible Extension, Full-Time
• Employment Type : W-2

Job Description :

• Act as the first point of contact for all associate & previous associate HR-related phone or self-ticketing inquiries while maintaining a high degree of confidentiality.
• Record all interactions in the case management system, resolve record resolution, and close cases.
• Forward all interactions requiring research or more in-depth analysis / response to subject matter experts.
• Use all navigational tools provided to find answers and inform the Supervisor of missing, inaccurate, or confusing documentation.
• Work toward continuous improvement and skills building.

Responsibilities :

• Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members, and outside agencies or vendors.
• Reference company policies and procedures and access systems to ensure the accuracy of response and to offer all available information to assist with the highest level of customer service.
• Recognize when escalation to a subject matter expert or the Supervisor is necessary.
• Record the details of each call or self-ticket. Maintain confidentiality of all information.
• Perform HR transactions in the HR system, and other applications as appropriate, within the scheduled timeframe, and with a high degree of accuracy and strict adherence to written procedures.
• Utilize the case management system, knowledge base, and other tools to actively manage caseload by team production goals and establish service level objectives.
• Participate in ongoing training to improve expertise, customer service skills, and productivity.
• Processes routine insurance premiums.
• Assist as needed with projects (processing mail, term folders, etc.).

Experience :

• Must have call centre experience.
• Preferred experience in HR, payroll, or benefits

Skills :

• Excellent customer service, communication, verbal, and written skills.
• Must be able to work the needed schedule to perform assigned duties.
• Proficient use of personal computer for data entry and research purposes.
• Highly motivated, self-starter, and team player with strong attention to detail and the ability to prioritize multiple tasks in a fast-paced environment.

Education :

• High School education or equivalent.
17 hours ago