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Call Center Representative

Posted 27 days ago

  • Expiry Date: 19 May 2022

Job description:

PRIMARY FUNCTION:

  • Primarily responsible for responding to general inquiries and concerns from employees and management demonstrating an in-depth knowledge of Human Resources, Payroll and Expense policies and practices in a professional and courteous manner.

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

  • Responds accurately to a high volume of calls demonstrating exceptional customer service skills.

  • Receives, investigates and responds to all customer inquiries utilizing knowledge base system.

  • Conducts customer call backs within established time frames or provide update on delays.

  • Logs detailed and accurate information on calls received in the case management system.

  • Interprets and responds clearly and effectively to all verbal or written requests for information.

  • Demonstrates sound judgment in escalating employee relations or other HR inquiries to the appropriate content experts.

  • Utilizes CCHS heat methodology when service issues arise.

  • Stays current on recent federal, state and case law changes through monitoring labor law updates and newsletters that impact organizations policies and procedures.

  • Accesses and proactively recommend solutions when repetitions of individual problems indicate negative trends.

  • Conducts exit interviews with all role model staff within established time frames to assist in determining if corrective action may retain valued staff members.

  • Performs assigned work safely, adhering to established departmental safety rules and practices;  reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

  • Performs other related duties as required.

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

  • Daily contact with all levels of employees, managers, department heads, supervisors and other HR sections in assisting with policy interpretation and communication

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • Bachelor’s degree in Human Resources or other related field.

  • Prior Human resources and customer service experience preferred.

  • An equivalent combination of education and experience may be substituted.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

  • Knowledge of departmental policies and procedures.

  • Knowledge of employment law.

  • Ability to deal effectively with varied personalities.

  • Ability to utilize a personal computer and software.

  • Ability to act independently within established guidelines.

  • Ability to maintain confidential information and materials.

  • Ability to demonstrate handling of irate callers, defusing the situation, and providing appropriate levels of service.

  • Ability to effectively communicate with individuals with various educational, national origin and socio-economic backgrounds.

  • Ability to establish and maintain effective working relationships with employees, co-workers, and management.

  • Ability to exercise judgment, tact and diplomacy.

  • Ability to effectively communicate HR related information and discern when to escalate.

  • Ability to maintain regular consistent and professional attendance, punctuality, personal appearance.

  • Ability to effectively use Microsoft Office software.

  • Ability to work as an effective team member.

  • Skill in oral and written communications.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.