Customer Service HR Representative

Job Description

Job Description

Customer Service HR Representative
Are you looking for an exciting Customer Service Role? Adecco’s got it! We’re recruiting for a professional level with a premier employer in Franklin, Wisconsin. If you’re a motivated professional with background in the financial services arena or related field, it could be the perfect fit. Must have a minimum of 2 years of recent CALL CENTER CSR experience.
Milwaukee, WI
8:00am - 4:30 CT or 8:30 - 5:00pm CT
$21.00hr

We have a team of 4 HR Contact Center Representatives. The HR Contact Center is the first point of contact for all HR related matters for the workforce, including retirees. The team supports varying topics including, but not limited to, benefits, retirement, recruiting, talent management, payroll, health services, and policy related questions. Support is provided through phone, live chat and case submissions. Role can be in-person at our downtown office or remote

JOB DESCRIPTION
The HR Services Representative is responsible for providing customer service consultation support and problem resolution on a variety of HR-related topics to the workforce, including pre-hires, employees, people leaders, retirees, and external inquiries. This role involves handling and resolving general to semi-complex requests related to employee benefits, payroll, talent acquisition, compensation, talent management, transaction support, contingent labor, and other HR areas.
Primary Duties and Responsibilities

• Manage a phone, chat or case workload in accordance with schedule, standards and volumes adhering to deadlines and cycle times.

• Resolves 60-80% of inquiries / cases by drawing on training, policy manual, knowledge base, critical thinking, and individual employment factors (employee status, pay group, start date, compensation plans, etc).

• Independently handle all routine casework and process semi-complex cases with guidance. Makes decisions for all routine casework and makes decisions on more complex casework after consulting with higher level staff.

• Interface effectively with customers, managers, and employees at all levels via phone, chat and cases to ensure a positive experience.

• Appropriately collaborate with and escalate cases to within the HR Services Team or partners to ensure accurate and consistent responses.

• Decide appropriate course of action or decision-making path; determine appropriate provider.

• Quick and efficient adaptation to varying needs of different customers, as well as process and technology related issues.

• Successfully meet team Key Performance Indicators (KPI) include Customer Satisfaction, First Contact Resolution, SLA, call and chat productivity metrics, etc.

Qualifications

• Bachelors degree in HR, business or related field or equivalent combination of education and experience

• Minimum of 1 year of related Human Resources or benefit support experience to include previous customer service experience

• Proficient in written and verbal communication

• Strong customer service skills

• Previous skills in analyzing information, problem-solving, ability to apply judgment and discretion and independent decision making

• Demonstrated organizational skills with the ability to independently set priorities and meet deadlines

• Demonstrated computer experience including Word, Excel, SharePoint and proficiency with current HR software packages. Previous Workday experience is preferred.

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401k plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Pay Details: $21.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to -us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.