Job Title: HR Customer Service Representative
Location: Scarborough, ME
Duration: 6 months contract with possible Extension, Full-Time
Employment Type: W-2
Job Description:
Act as the first point of contact for all associate & previous associate HR-related phone or self-ticketing inquiries while maintaining a high degree of confidentiality.
Record all interactions in the case management system, resolve record resolution, and close cases.
Forward all interactions requiring research or more in-depth analysis/response to subject matter experts.
Use all navigational tools provided to find answers and inform the Supervisor of missing, inaccurate, or confusing documentation.
Work toward continuous improvement and skills building.
Responsibilities:
Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members, and outside agencies or vendors.
Reference company policies and procedures and access systems to ensure the accuracy of response and to offer all available information to assist with the highest level of customer service.
Recognize when escalation to a subject matter expert or the Supervisor is necessary.
Record the details of each call or self-ticket. Maintain confidentiality of all information.
Perform HR transactions in the HR system, and other applications as appropriate, within the scheduled timeframe, and with a high degree of accuracy and strict adherence to written procedures.
Utilize the case management system, knowledge base, and other tools to actively manage caseload by team production goals and establish service level objectives.
Participate in ongoing training to improve expertise, customer service skills, and productivity.
Processes routine insurance premiums.
Assist as needed with projects (processing mail, term folders, etc.).
Experience:
Must have call centre experience.
Preferred experience in HR, payroll, or benefits
Skills:
Excellent customer service, communication, verbal, and written skills.
Must be able to work the needed schedule to perform assigned duties.
Proficient use of personal computer for data entry and research purposes.
Highly motivated, self-starter, and team player with strong attention to detail and the ability to prioritize multiple tasks in a fast-paced environment.
Education:
High School education or equivalent.