HR Customer Service Representative
Hired by Matrix, Inc, Florida, NY, United States
At-a-Glance
Are you ready to build your career by joining a healthcare provider? If so, our client is hiring a HR Customer Service Representative.
Position Type
Contract
Onsite
Required Qualifications
Must have call center experience OR HR experience – both is preferred.
Contact Center experience and/or HR Experience with great communication and listening skills.
Must have the ability to multi‑task and provide quality service to our employees.
Bachelor’s degree or Associate’s degree + 2 years’ experience.
2 years of experience in a Contact Center or Human Resources team environment.
Web navigational & computer skills.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Ability to work in a fast‑paced environment and easily adapt to fluctuating workloads and customer needs.
Knowledge and understanding of functional area of support, including common state and federal regulations.
Ability to research and analyze information and make sound decisions.
Skilled in understanding and applying applicable rules, regulations, policies, and procedures.
Superior written and verbal communication skills.
Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints.
Ability to collaborate and work with a diverse group of people to meet goals and objectives.
Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service‑level agreements and other tight deadlines.
Ability to type 50 or more words per minute with excellent spelling, punctuation, and grammar.
Preferred Qualifications
Human Capital Management (HCM) and Customer Relations Management (CRM) experience, specifically PeopleSoft.
Experience in a shared services model supporting a large employer.
Knowledge of Human Capital Management and/or Customer Relationship Management software (PeopleSoft preferred).
Applicable certification preferred, such as PHR, SHRM‑CP, or other industry‑specific certification.
Responsibilities
Act as the first point of contact for employees calling into the Employee Contact Center with HR‑related questions or issues.
Quickly analyze information from employees and use system resources to accurately and efficiently provide direction or resolution, or engage appropriate escalation resources.
Specialize in various areas of HR support, including payroll, benefits, and employee data management; evaluate and resolve moderate‑complexity issues while maintaining confidentiality.
Utilize system tools to maximize efficiency and accuracy and follow established protocol to maintain effective and professional documentation of inquiries and resolutions.
Support and demonstrate customer‑service expectations and achieve relevant performance metrics.
Demonstrate ownership and positive influence over self and team engagement.
Serve as subject‑matter expert for employee and manager inquiries within the assigned functional area.
Handle a high volume of inbound customer inquiries and requests, delivering exceptional customer service and problem resolution.
Apply documented procedures, policies, and practices to accurately research and respond to calls/cases received.
Use sound judgment to make appropriate determinations on resolutions needed.
Leverage tools and resources to perform responsibilities accurately and efficiently.
Escalate requests or issues outside of process or role scope to an HR Specialist and/or Supervisor.
Maintain appropriate documentation in case notes and ensure records reflect completed actions.
Keep abreast of organization HR policies related to the functional area.
Stay current with federal, state, and local employment law related to the functional area.
Document transaction and case status to indicate stage of completion.
Produce and maintain functional records and reports.
Meet professional obligations through efficient work habits, honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner.
Demonstrate patience and the ability to remain calm under stressful situations.
De‑escalate situations through effective communication techniques and involve supervisors as necessary.
Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality.
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Position Type
Contract
Onsite
Required Qualifications
Must have call center experience OR HR experience – both is preferred.
Contact Center experience and/or HR Experience with great communication and listening skills.
Must have the ability to multi‑task and provide quality service to our employees.
Bachelor’s degree or Associate’s degree + 2 years’ experience.
2 years of experience in a Contact Center or Human Resources team environment.
Web navigational & computer skills.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Ability to work in a fast‑paced environment and easily adapt to fluctuating workloads and customer needs.
Knowledge and understanding of functional area of support, including common state and federal regulations.
Ability to research and analyze information and make sound decisions.
Skilled in understanding and applying applicable rules, regulations, policies, and procedures.
Superior written and verbal communication skills.
Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints.
Ability to collaborate and work with a diverse group of people to meet goals and objectives.
Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service‑level agreements and other tight deadlines.
Ability to type 50 or more words per minute with excellent spelling, punctuation, and grammar.
Preferred Qualifications
Human Capital Management (HCM) and Customer Relations Management (CRM) experience, specifically PeopleSoft.
Experience in a shared services model supporting a large employer.
Knowledge of Human Capital Management and/or Customer Relationship Management software (PeopleSoft preferred).
Applicable certification preferred, such as PHR, SHRM‑CP, or other industry‑specific certification.
Responsibilities
Act as the first point of contact for employees calling into the Employee Contact Center with HR‑related questions or issues.
Quickly analyze information from employees and use system resources to accurately and efficiently provide direction or resolution, or engage appropriate escalation resources.
Specialize in various areas of HR support, including payroll, benefits, and employee data management; evaluate and resolve moderate‑complexity issues while maintaining confidentiality.
Utilize system tools to maximize efficiency and accuracy and follow established protocol to maintain effective and professional documentation of inquiries and resolutions.
Support and demonstrate customer‑service expectations and achieve relevant performance metrics.
Demonstrate ownership and positive influence over self and team engagement.
Serve as subject‑matter expert for employee and manager inquiries within the assigned functional area.
Handle a high volume of inbound customer inquiries and requests, delivering exceptional customer service and problem resolution.
Apply documented procedures, policies, and practices to accurately research and respond to calls/cases received.
Use sound judgment to make appropriate determinations on resolutions needed.
Leverage tools and resources to perform responsibilities accurately and efficiently.
Escalate requests or issues outside of process or role scope to an HR Specialist and/or Supervisor.
Maintain appropriate documentation in case notes and ensure records reflect completed actions.
Keep abreast of organization HR policies related to the functional area.
Stay current with federal, state, and local employment law related to the functional area.
Document transaction and case status to indicate stage of completion.
Produce and maintain functional records and reports.
Meet professional obligations through efficient work habits, honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner.
Demonstrate patience and the ability to remain calm under stressful situations.
De‑escalate situations through effective communication techniques and involve supervisors as necessary.
Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality.
#J-18808-Ljbffr