CSR - Inbound
Job Description Summary: Customer Service Representative
The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels. The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes. As the primary contact point for all customer inquiries to the ESC, it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.
? Act as a main point of contact for all customer inquiries, requests and transactions
? Process updates to the employee's record ensuring accurate documentation for all transactions
? Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD's)
? Create a new case or update an existing case for every request received in the ESC's case management system
? Performs daily review of open case queues to ensure inquiries/requests are being assigned, resolved and closed properly and in a timely manner.
? Ensure quality employee experiences by using a professional and service-focused approach when handling all inquiries
? Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
? Work to resolve as many calls/cases as possible upon first call/contact. Assign cases to appropriate escalation point as necessary.
? Recognize, document and inform the supervisor regarding trends in internal and external inquiries.
? Establish and maintain effective working relationships with peers, management, customers and field HR staff.
? Exercise sound judgment when prioritizing, organizing and monitoring inquiries while assigning emails and distributing cases timely to team.
? Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase
? Recommend process improvements and create new and/or modify existing process documentation or knowledgebase articles.
? 1-2 years prior relevant experience in a call center or service center environment
? Superior Customer Service skills
? Excellent oral and written communication skills
? Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.)
? Attentive listening skills that enable asking of probing questions to aid them in problem- solving and issue escalation
? Detail oriented and able to multi-task – Good organizational skills
? Ability to operate well under pressure – Strong problem solving skills
|3. Both - review resumes and interview candidates|
|$15.00 - $16.00 per hour|
|Name: Email: Phone Number: Hourly Pay Rate:|
|Monday - Friday|