Description: Summary
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
Handles high volume of incoming calls in a call center environment
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
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 as
appropriate
Creates and maintains detailed, complete and accurate records of all interactions in Case
Management 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 and
authorization 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 and
regulations, 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 as
Business 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 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
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
Required Education
High School Diploma or equivalent REQUIRED
Associates Degree preferred, but not required
Preferred skills:
Transcription
Previous open enrollment support