Call Center Service Representative

2 weeks ago


Irving, United States Sun Technologies Full time

Job Title : Call Center Service Representative Required Skills : Experience in a call center and following a structured phone schedule. Confident phone presence and exceptional customer service skills are required Location : Irving,Texas **Job Description**

**Job Responsibilities:**

* Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)

* 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.

* Partners with Leads, Managers, Payroll, Travel, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner.

* Document customer issues, research, and actions taken into the case management system.

* Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc..

* Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail.

**Basic Qualifications:**

* High school diploma or equivalent required and 4 years of related education/experience

* Previous experience interacting with customers in a service environment required.

* Experience in a call center and following a structured phone schedule.

* 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

**Preferred Qualifications:**

* Understanding of databases and/or reference systems such as knowledge base.

* 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

Experience : 4 years



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