HR Services Analyst

Auxis, a Grant Thornton US company, is seeking a detail-oriented and customer-focused Sr. HR Services Analyst to join our dynamic team. In this role, you will be a key player in delivering exceptional business and customer service support to one of our key clients. You will serve as a first point of contact, ensuring timely and effective resolution of inbound inquiries across multiple communication channels, via phone, email, chat, and text. Responsibilities Deliver first-contact resolution. Professionally handle high-volume inbound calls in a timely manner. Follow specific communication guidelines and escalation protocol while handling calls by topic. Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution. Seize opportunities to gently educate clients and worksite employees on Client’s offerings and online employee portal functionality. Build positive and professional relationships, and further impress customers by going the extra mile. Must be able to communicate conversations through note-taking and shorthand. Maintain required documentation for client and worksite employee calls within applicable systems. Provide executive leadership administrative support as needed. Meet all agent KPI’s including call efficiency, quality, quantity, and NPS customer satisfaction scores. Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. Listen carefully to our customers to ensure appropriate responses. Comply and adhere to Auxis operational processes and security policies. Must attend all customer service and performance-related scheduled meetings as required. Perform other related and administrative duties as assigned. Must be able to maintain the highest level of confidentiality and handle sensitive material concerning the organization and its clients. Skills And Experience English –Spanish Language (Oral and written 90% or higher) (C1 or above) 2-3 years of prior customer service/call center-oriented role required. Must work well independently as well as a functional team member. Must have a high school diploma. Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. Excellent computer skills and high proficiency in MS Office Suite are required. Familiarity with HRIS and Ticketing Systems is a plus. Experience in one of the following fields is preferred: Human Resources, Benefits, and/or Payroll. The Senior HR Services Analyst will adjust their local schedule with resources supporting this position during Daylight Saving Time changes in the USA Central Time Zone. The ability to effectively handle multiple assignments is required. Excellent verbal and written communication skills, along with demonstrated active listening skills. A genuine interest in working with and helping customers. Must possess excellent Communication skills and Involvement. Good presentation and a polite, tactful, and friendly character. Ability to interact with customers and all levels of internal personnel. Attention to detail. Project an energetic attitude, warm welcome, and positive image over the phone and similar channels. Adhere to attendance and punctuality standards. Work additional hours on an as-needed basis. Adapt to change and meet the changing demands of the work environment. Working knowledge of all customer service reports and systems Organizational, analytical, and problem-solving skills are essential #J-18808-Ljbffr Auxis