Human Resources Assistant

2 days ago

Tampa, Florida, United States eTeam Full time
Job Title: HR Service Center Representative

Location: Tampa, FL

Pay Rate: $19/Hr

Duration: 9 Weeks

Shift: Monday-Friday, 9:30am-6pm

*Potential for 11:30am-8pm shift for extended work hours*

Job Summary:

Serves as the 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.

Key Responsibilities:
  • Handles high volume of incoming calls in a call center environment
  • Evaluates and responds to employee inquiries via phone, fax, and email, and provides appropriate and timely responses through the use of a knowledgebase and in accordance with the 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 the 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
Requirements:
  • 1-2 years of experience in human resources administration and/or a call center environment required
  • 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)
  • 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
Preferred Skills:
  • Transcription
  • Previous open enrollment support
Additional Job Details:

Will be required to train onsite in Tampa for the first two weeks, potential for remote/hybrid schedule after initial training is completed. When working remotely, candidates must be able to secure a private/quiet place to work due to the conversations they will be having with Quest employees regarding open enrollment benefits.

Local candidates only due to training onsite in Tampa. Candidates must be available to attend each day of training without any scheduled days off. This is a requirement.

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