Representative, Customer Service

Customer Service Representative

The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels. The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes. As the primary contact point for all customer inquiries to the ESC, it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.

Primary Duties/Responsibilities:

• Act as a main point of contact for customer inquiries, requests and transactions
• Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD's)
• Work closely with GPC HR leadership to ensure that transactions are processed timely and accurately
• Process updates to the employee's record ensuring accurate documentation for all transactions
• Create a new case or update an existing case for every request received in the ESC's case management system
• Work to resolve as many calls/cases as possible upon first call/contact
• Perform daily review of open case queues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner
• Process administrative transactions outside of the case management
• Ensure quality employee experiences by using a professional and service-focused approach when handling all inquiries
• Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
• Recommend process improvements
• Recognize, document, and inform the supervisor regarding trends in internal and external inquiries
• Establish and maintain effective working relationships with peers, management, customers, and field HR staff
• Exercise sound judgment when prioritizing, organizing, and monitoring inquiries while assigning emails and distributing cases timely to team
• Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase

Qualifications:

• 2 - 3 years prior relevant experience in a call center or service center environment
• Superior customer service skills
• Excellent oral and written communication skills
• Customer-focused professional
• Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.)
• Attentive listening skills that enable asking of probing questions to aid in problem-solving and issue escalation
• Detail oriented and able to multi-task – good organizational skills
• Ability to operate well under pressure – strong problem-solving skills
• Proficient computer skills (Microsoft Word, Microsoft Excel) – PeopleSoft and/or ServiceNow experience a plus
• Dependable, punctual and able to achieve an appropriate level of attendance
• Team player with a positive attitude

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.