Customer Service Representative

Kforce has a client in Minneapolis, MN that is seeking a Customer Service Representative. Summary: The successful candidate will have experience in a fast-paced customer service or contact center environment, strong HR vocabulary and knowledge, experience navigating HR systems such as Workday, and a passion for helping employees resolve questions and concerns through outstanding customer service. Responsibilities:

• Respond to inquiries on administrative procedures and practices via multiple channels such as phone, HR employee portal, chat or email
• Utilize HR case management system to document and escalate as needed following the appropriate processes
• Educate employees on HR Services and self-service tools available to them such as the HR portal and other systems as needed
• Research and resolve inquiries within defined service levels; Must be able to work on more than one issue simultaneously and prioritize urgency of requests
• Probe cases to determine root cause of the issue or question in order to provide accurate resolution or diagnose appropriate escalation
• Accurately document inquiries and answers provided
• Utilize multiple online systems and data sources to perform research to ultimately resolve inquiries
• Work independently on most routine tasks
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results
• Understand and utilize HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management
• Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics
• 2-year college or post-secondary course work in related field or applicable work experience
• Strong PC skills, preferred experience working in Workday
• Established vocabulary of general HR terminology (recruitment, payroll, benefits)
• Strong verbal and written communication skills
• Excellent interpersonal skills with and a customer service approach to problem solving
• Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information
• Agility & Innovation: Adapt quickly to changing priorities; Create new and better ways for the organization to be successful
• Collaboration: Build partnerships and promote a culture of teamwork

• Bachelor's degree
• 3 years of Customer Service experience
• Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits