HR Service Center Representative

4 weeks ago

Tampa, Florida, United States Yoh Full time
Job Summary:

The HR Service Center Representative will serve 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. The ideal candidate will have excellent customer service skills, be able to handle a high volume of incoming calls, and possess strong problem-solving abilities.

Key Responsibilities:
  • Handle high-volume incoming calls in a call center environment
  • Evaluate and respond to employee inquiries via phone, fax, and email, providing timely and accurate responses
  • Review and interpret employee data to resolve issues
  • Demonstrate sensitivity and respect when dealing with others
  • Escalate complex issues to Tier 2 Service Center Representatives or Supervisors as needed
  • Maintain detailed, complete, and accurate records of all interactions in the Case Management System
  • Follow prescribed protocols for problem resolution
  • Provide education and guidance to callers about available tools and resources
  • Enter, scan, and retrieve employee data in HRIS per established guidelines and authorization processes
  • Maintain confidential centralized employee files
  • Maintain privacy and confidentiality of information, protect company assets, and report non-compliance with applicable laws and regulations
  • Provide excellent, efficient, and courteous service to callers

Requirements:
  • High School Diploma or equivalent required
  • Associates Degree preferred but not required
  • 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
  • Strong skill set in consultative problem-solving and attention to detail
  • 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 using 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

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