Customer Service Representative

Job Title

Job Description Required Education: High School Diploma Preferred Education: Bachelor's degree Required Qualifications: 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 Preferred Qualifications: 3 years of Customer Service experience Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits. 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: Provides high quality customer service by responding to telephone inquiries, customer requests and problems. Researches and resolves problems and errors. Identifies products and services that meet customers' needs. 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. Core Behaviors: 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 to drive one client. Customer Centricity: Build strong customer relationships and deliver customer centric solutions Drive for Results: Hold self and others accountable to consistently achieve meaningful results Ethics & Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity Inclusion: Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged Talent Development & Engagement: Create a climate where people are motivated to help the organization achieve its objectives

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**