Terms of Employment
- W2 Contract, 12 Months
- Location: Hybrid Schedule (Onsite 2 days/week) at Irving, TX
- US Citizenship required
Overview
The HR Call Center Service Representative 3 is primarily responsible for providing tier 1 support from phone, chat, and email channels in support of multiple areas including human resources, payroll, timekeeping, travel, and other functions as needed.
Responsibilities
- Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.
- Partner with stakeholders to successfully resolve problems or answer questions in a timely manner.
- Accurately document customer issues, research steps, and actions taken in the case management system.
- Perform back-office transaction processing (non-phone work) in support of HR functions.
Required Skills & Experience
- High school diploma or equivalent required and 4+ years of related education/experience.
- Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs.
- Previous experience interacting with customers in a service environment required.
- Experience in a call center and following a structured phone schedule.
- Ability to maintain confidentiality of information.
- Confident phone presence and exceptional customer service skills are required.
- Prior experience using a case management system.
- Strong customer service, problem solving and technology skills.
- Proficient in MS Office applications – Word, Excel, PowerPoint, Teams.
- Working knowledge of Workday or other HRIS system.
- Effective listening and reading comprehension skills..
- Skills & Abilities
- Demonstrate the ability to translate complex information into a logical, concise presentation (written and verbal)
- Strong attention to details - driven to prevent errors and solving problems.
- Able to grasp complex information quickly and probe effectively where additional information is required
- Demonstrate excellence in organizational and time management skills.
- Ability to interact with a variety of customers, partners, vendors, management and employees.
- Ability to work in a contact center environment with minimal supervision while using multiple system applications
Preferred Skills & Experience:
- Knowledge of or experience with Service Now and Workday tools.
- Knowledge of Human Resources and/or Shared Services practices.
- General knowledge of Payroll and Timekeeping.
- General knowledge of Travel Services and Travel concepts.