Associate Service Center Agent

3 months ago

Salisbury, United States PSG Global Solutions Careers Full time

Apply now and our proprietary system will quickly have you in front of a live recruiter.
The Opportunity
Description
We're looking for an Associate Service Center Agent, working in Admin/Clerical industry in Salisbury, North Carolina, United States.

  • Act as first point of contact for all associate HR related phone or self-ticketing inquiries while maintaining a high degree of confidentiality.
  • Record all interactions in the case management system, resolve, record resolution and close case.
  • Forward all interactions requiring research or more in-depth analysis/response to subject matter experts.
  • Use all navigational tools provided to find answers and inform Supervisor of missing, inaccurate or confusing documentation.
  • Work toward continuous improvement and skills building.
  • Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors.
  • Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
  • Recognize when escalation to a subject matter expert or to the Supervisor is necessary.
  • Record the details of each call or self-ticket. Maintain confidentiality of all information.
  • Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures.
  • Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives.
  • Participate in ongoing training to improve expertise, customer service skills and productivity.
  • Process routine insurance premiums.
  • Assist as needed with projects (processing mail, term folders, etc.)

Our Client

Our client is a 20+ year-old staffing and recruitment leader. Founded on the belief that hiring, training and developing great people would result in outstanding service to clients and to candidates like you. Recognized on Glassdoor's list of "Best Companies to Work For" in addition to other honors.

Valuing employees. Helping companies grow. Finding the right roles for job seekers. Achieving goals by helping others achieve theirs.

Serving companies of all sizes and across all industries. Specializing in accounting & finance, technology, supply chain, healthcare revenue cycle, administrative, call center, human resources, and marketing positions. Is this one right for you?

Experience Required for Your Success
  • High school diploma
  • 2-3 year experience working in an office environment
  • Experience in delivery of customer service
  • Basic computer knowledge
Preferred Qualifications:
  • Experience in HR and payroll processes and procedures
  • Experience in a customer service call center preferable
  • Intermediate MS Office skills
Skills and Abilities:
  • Excellent listening and telephone skills
  • Ability to ask relevant questions, clarify incomplete information and summarize key points
  • Good data entry skills with a high attention to detail to provide accurate information
  • Ability to manage multiple priorities on an ongoing basis

What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible?

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