01Overview
Job Description
This job will respond to inquiries and requests received from customers as well as online submissions. This job will require a broad knowledge base across HR functional areas as a foundation to deliver timely, skilled and courteous responses to all customers on initial inquiries and transaction support and execution. The incumbent will be the customer-facing representative for HR Services and operations. It is imperative that the incumbent possess the skills necessary to perform exceptional customer service, while performing transactions with a high degree of quality, accuracy and in a timely manner in accordance with agreed-upon service level agreements.
ESSENTIAL RESPONSIBILITIES:
- Provide courteous, respectful and reliable service to HR customers, including pre-hires, active and former employees and managers, and retirees.
- Assess and resolve customer inquiries and issues (via phone, email and chat) or escalate to the next level of service within the appropriate functional area as per the service delivery routing structure. Work with high quality and accuracy standards, capturing interactions within case management through case creation, update and closure.
- Learn and understand HR functional area knowledge and be able to navigate finding and using content within the knowledge base, applying it to resolve inquiries efficiently and accurately. .
