HR Service Center Representative

HR Service Center Rep I

Location: Tampa, FL

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 4 months
• Pay Rate: $19.00 / Hour (USD)
• Shift / Schedule: Monday-Friday, 9:30 AM - 6:00 PM
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This role 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. It provides assistance for all Tier 1 questions and issues, using a knowledgebase of information and established processes and protocols to respond to inquiries. The role escalates more complex issues as appropriate and maintains records of all interactions.

Key Responsibilities

• Handles high volume of incoming calls in a call center environment
• Evaluates and responds to employee inquiries 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

Required Skills

• 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)
• 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
• 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

Preferred Skills

• Transcription
• Previous open enrollment support

Education Requirements

• High School Diploma or equivalent - Required
• Associate's Degree - Preferred, but not required

Required Experience

• 1-2 years of experience in human resources administration and/or a call center environment required

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading provider of diagnostic information services in the healthcare industry, serving one in three adult Americans annually and supporting half of the physicians and hospitals across the United States, with laboratory operations extending internationally. With nearly 50,000 employees, the organization operates at national scale while delivering the diagnostic insights that drive clinical decisions, guide treatments, and ultimately save lives. Professional roles across this organization span laboratory scientists, logistics professionals, technologists, and business and corporate functions - all contributing to healthcare outcomes that genuinely matter.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-12563

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