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.  

• 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  

Education:
Associates Degree
High School Diploma or Equivalent (Required)

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets