HR Customer Service Representative
Description:
Temp to perm
Location: 893 Hope Way, Altamonte Springs, FL 32714 ONSITE M-F
Hours: depends on availability, schedules will not be hybrid. They will be onsite, with schedules varying between 8-5pm, 830-530pm and 9-6pm.
Must have call center experience OR HR experience - both is preferred. The ideal candidates that we are looking for will have either Contact Center experience and/or HR Experience with great communication and listening skills. They must have the ability to multi-task and provide quality service to our employees.
Training: The training schedule will be working with a trainer during scheduled hours. No tardies or absences during training. Training will be completed their first week so they can serve as First Responders to support our call volume for annual enrollment. If bandwidth allows based on volume, we may also pull them offline for additional HR training.
The dress code is business-appropriate when on Teams calls on camera and when in the office.
The Human Resources (HR) Customer Service Representative is the first point of contact for employees calling into the Employee Contact Center with HR-related questions or issues. The HR Customer Service Representative is charged with quickly analyzing the information from the employee and through system resources to accurately and efficiently provide direction or resolution to the employee or engage appropriate escalation resources for assistance. Specializing in various areas of HR support, such as payroll, benefits, and employee data management, the HR Customer Service Representative will evaluate and resolve issues of moderate complexity and exhibit the highest level of confidentiality. The HR Customer Service Representative is expected to utilize system tools to maximize efficiency and accuracy and follow established protocol to maintain effective and professional documentation of inquiries and resolutions.
Job Summary
The HR Customer Service Representative serves as the primary point of contact for employees contacting the Employee Contact Center regarding HR-related inquiries. This role is responsible for analyzing employee needs, providing accurate direction or resolution using system resources, and escalating complex issues when necessary. The representative specializes in supporting various HR functions, including payroll, benefits, and employee data management, while maintaining strict confidentiality.
Key Responsibilities
• Customer Support: Act as a subject matter expert for employee and manager inquiries, managing a high volume of inbound calls and cases with exceptional service.
• Problem Resolution: Research and resolve inquiries by applying documented policies, procedures, and sound judgment.
• Escalation: Identify and escalate requests or issues that fall outside of standard processes to HR Specialists or Supervisors.
• Documentation: Maintain detailed case notes and document transaction status to track the stage of completion for all inquiries.
• Compliance & Knowledge: Maintain up-to-date knowledge of organizational HR policies as well as federal, state, and local employment laws.
• Reporting: Produce and maintain functional HR records and reports as required.
Required Qualifications
• Education: Associate degree.
• Experience: 2+ years of experience in Human Resources or a contact center environment.
• Technical Skills:
o Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
o Strong web navigational and computer skills.
o Typing speed of 50+ WPM with high accuracy in grammar and spelling.
• Soft Skills: Superior written and verbal communication, strong organizational skills, and the ability to de-escalate customer complaints.
Preferred Qualifications
• Education: Bachelor’s degree.
• Software: Experience with Human Capital Management (HCM) or Customer Relationship Management (CRM) software, specifically PeopleSoft or Workday.
• Experience: Previous experience in a shared services model supporting a large employer.
• Certifications: Professional in Human Resources (PHR) or SHRM Certified Professional (SHRM-CP).
Working Conditions
• Environment: Fast-paced with fluctuating workloads.
• Physical Requirements: Sedentary work.