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Associate Service Center Representative

2 months ago

Quincy, Massachusetts, United States LaSalle Network Full time
Associate Service Center Agent Job Description

In this role, you will serve as the first point of contact for all associate HR-related phone or self-ticketing inquiries while maintaining a high degree of confidentiality.

Key Responsibilities:
  • 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.).
Requirements:
  • High school diploma and 2+ 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 a plus.
  • Experience in a customer service call center preferable.
  • Intermediate MS Office skills preferred.
  • 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.
  • Able to manage multiple priorities on an ongoing basis.