Administration - HR Service Center Rep I

SummaryServes as first point of contact for all inbound inquiries received by telephone, electronically and in writingpertaining to benefits, employment policies and procedures, employee relations issues, recruitment,learning and development and performance management.??Provides assistance for all Tier 1 questionsand issues, using a knowledgebase of information and established processes and protocols to respond toinquiries. Escalates more complex issues as appropriate and maintains records of all interactions. Duties and Responsibilities

" Handles high volume of incoming calls in a call center environment" Evaluates and responds to employee inquires via phone, fax and email and providesappropriate and timely responses through use of a knowledgebase and in accordance withService 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 asappropriate" Creates and maintains detailed, complete and accurate records of all interactions in CaseManagement 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 andauthorization 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 andregulations, and company policies and procedures" Provides callers with excellent, efficient and courteous service" Performs other duties as assigned or requested

Required Work Experience:1 - 2 years of experience in human resources administration and/or a call center environment required

Knowledge:" 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 asBusiness Objects)

Skills:" 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 basicinterpretation 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 thephone" Ability to read, write and speak the English language, communicating clearly and effectivelywith callers

Required EducationHigh School Diploma or equivalent REQUIREDAssociates Degree preferred, but not required

Preferred skills:TranscriptionPrevious open enrollment support