HR Service Center Rep I

Job Description

Job Description

Job Overview:

Pay Range: $14.00hr - $19.00hr

Requirement/Must Have:

• 1+ years of experience in human resources administration and/or a call center environment required.
• 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.
• 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.
• Strong verbal and written communication skills.

Responsibilities:

• 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.
• 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 organization, 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.

Nice to Have:

• Associates Degree preferred.
• Transcription skills.
• Previous open enrollment support.

Skills:

• Customer service.
• Interpersonal communication.
• Attention to detail.
• Problem solving.
• Organization and prioritization.
• Critical thinking.
• Microsoft Office.
• HRIS.
• Applicant Tracking Systems.

Qualification And Education:

• High School Diploma or equivalent REQUIRED.
• Excellent communication and presentation skills.
• Ability to effectively interact with a diverse population at all levels within the organization.
• Ability to maintain composure in stressful situations.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.