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HR Service Center Rep I

Integrated Resources, Inc

Location: Tampa, FL 33612
Type: Temp-to-Hire, Non-Remote
Posted on: November 17, 2020
This job is no longer available from the source.
Description/Comment:Basic Purpose:
Serves as first point of contact for all inbound inquiries received by telephone, electronically and in writing pertaining to benefits, employment policies and procedures, employee relations issues, recruitment, learning and development and performance management. Provides assistance for all Tier 1 questions and issues, using a knowledgebase of information and established processes and protocols to respond to inquiries. Escalates more complex issues as appropriate, and maintains records of all interactions.
Duties and Responsibilities:
1. Handles high volume of incoming calls in a call center environment
2. Evaluates and responds to employee inquires via phone, fax and email and provides appropriate and timely responses through use of a knowledgebase and in accordance with Service Level Agreement
3. Reviews and interprets employee data to resolve issues
4. Demonstrates sensitivity and respect at all times when dealing with others
5. Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate
6. Creates and maintains detailed, complete and accurate records of all interactions in Case Management System
7. Follows prescribed protocols for problem resolution
8. Provides education and guidance to callers about available tools and resources
9. Enters, scans and retrieves employee data in HRIS per established guidelines and authorization processes while ensuring accuracy of information
10. Maintains confidential centralized employee files
11. 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 and regulations, and company policies and procedures
12. Provides callers with excellent, efficient and courteous service
13. Performs other duties as assigned or requested
Qualifications:
Education Preferred:
High School Diploma required
AS/AA Degree preferred
Work Experience:
1 - 2 years of experience in human resources Clientinistration and/or a call center environment required
Other:
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 basic interpretation 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
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 as Business Objects)
Experience with Microsoft Office products (Excel, Word, PowerPoint)
Ability to type a minimum of 45 words per minute while interacting with customers on the phone
Ability to read, write and speak the English language, communicating clearly and effectively with callers
Bilingual (English/Spanish) speaking and writing skills a plus
Key Competencies
Customer Focus
Written and Verbal Communication
Patience
Composure
Learning on the Fly
Interpersonal Savvy
Listening
Additional Job Details:*this is an immediate need and backfill positions that can start contingent on background screening. * Assist with covering phones during Oracle Transition. Potential for temp to hire. Employment Type: []