Customer Service Representative
2 weeks ago
At PSG Global Solutions Careers, we're seeking a highly skilled and customer-focused Associate Service Center Agent to join our team. As a key member of our service center, you will be responsible for providing exceptional customer service to our clients and candidates.
Key Responsibilities:- Act as the first point of contact for all associate HR-related phone or self-ticketing inquiries, maintaining confidentiality and providing accurate information.
- Record all interactions in the case management system, resolve, record resolution, and close cases.
- Forward interactions requiring research or more in-depth analysis/response to subject matter experts.
- Utilize navigational tools to find answers and inform supervisors of missing, inaccurate, or confusing documentation.
- Work towards 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 to ensure accuracy of response and 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 and 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.).
- High school diploma
- 2-3 years of experience working in an office environment
- Experience in delivery of customer service
- Basic computer knowledge
- Experience in HR and payroll processes and procedures
- Experience in a customer service call center
- Intermediate MS Office skills
- 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
At PSG Global Solutions Careers, we value our employees and strive to provide a supportive and inclusive work environment. If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity.
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