Call Center Specialist

1 month ago

New York, United States APN Consulting, Inc Full time
One of our direct, Big 4 client has an immediate contract need
This is a remote position
You will be working in CST/EST time zone.
This firm has 350K employees all around the world
If you are looking for a firm that values your global experience, let us connect.

Role: Call Center Support
Duration: 6 months
Location: Remote

Job Responsibilities
  • Responsible for serving as a subject matter expert for Benefits, Leaves, Payroll and Talent that involves providing customers a resolution on first contact while providing a distinctive customer experience
    Expected to accurately interpret, analyze, administer, and articulate complex employee Benefits and Payroll information, inquiries, and discrepancies
    Expected to effectively understand and explain all Talent and Leave of Absence policies, procedures, and inquiries
    Ensures information provided to customers and internal processes followed are in compliance with standards (e.g
    HIPAA, PII, ERISA, IRS).
  • Responsible for educating callers and guiding employees on where information can be found on intranet site as well as resolving interactions on first contact or escalating high complex issues to the next level of support
    While working in a call center environment, ensures that accurate documentation and summarization of all interactions is completed in the Case Management System.

Additional Attributes to Be Successful in the Job Role:
• Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.
• Ability to work independently and involving leadership when appropriate.
• Adherence to schedule provided by Workforce Management Team.
• High level of professionalism to deal with confidential information with appropriate discretion.
• Consultative approach of educating customers so that they make informed decisions.
• Excellent listening skills with the ability to ask questions in a non-demeaning manner.
• Act as a settling influence in the time of a crisis while understanding the dynamic nature of this complex and often "personal in nature” customer support.
• Excellent problem solving, analytical, technical and research skills.
• Proven ability to work in an ever changing environment, empathize when needed, and remaining calm under pressure.
• Ability to work in a team environment with a client service focus.
• Focus on the customer's underlying needs by proactively seeking information from them.
• Follow and understand all performance expectations including, but not limited to quality, customer surveys, schedule adherence, and time off.
• Dedication to delivering a distinctive end-to-end customer experience.

Qualifications:
• 1 year of customer service experience - Contact center via telephone (a minimum of 6 months experience) and e-mail channels (chat/instant messaging delivery a plus)
• Proficient knowledge of benefit and retirement plans, human resource practice, leave and disability support, detailed understanding of payroll information and shared services delivery, preferred.
• Excellent analytical and problem solving skills.
• Associates or Bachelor's degree preferred.
• Excellent oral and written communications.
• Microsoft Outlook and Word experience required.
• Well-developed and professional interpersonal skills and demonstrates ability to interact effectively with people at all organizational levels of the U.S
and Global Firms.
• Experience with Human Resources (Talent) systems, Payroll systems, and web-based employee self-service applications.

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