HR Resource Call Center Representative

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Column Technical Services is seeking a remote HR Resource Call Center Representative to serve as the first point of contact for employee inquiries across a range of HR topics. Candidates withcall center environments are preferredas the role requires delivering high-quality support and customer service through multiple communication channels. If you have strong customer service skills and a natural aptitude for problem-solving we invite you to apply and join a team committed to delivering exceptional employee support.

The HR Resource Center Representative to deliver exceptional customer service with an emphasis on First Touch Resolution. This role involves building foundational knowledge of HR programs policies procedures and guidelines to effectively support the HR function. Key responsibilities include identifying issues initiating case management resolving inquiries and escalating to Tier 2 support when necessary.

Tier 1 Support and Inquiry Resolution

* Address employee inquiries and provide Tier 1 support for issues ranging from basic to moderately complex using call scripts and the HR knowledge base to deliver accurate responses.

* Encourage and guide employees toward self-service tools promoting independence in accessing HR resources.

* Utilize internal systems to track inquiries gather information and troubleshoot as needed.

* Record and document each issue outlining steps taken toward resolution.

* Seek guidance from supervisors when encountering unfamiliar or new challenges.

* Provide regular updates on inquiry status through written and verbal communication.

* Manage all inbound and outbound communications with professionalism and efficiency.

* Conduct follow-up calls to ensure resolution and satisfaction.

* Resolve issues promptly and effectively.

* Deliver high-quality customer service to both employees and managers.

* Maintain a responsive and accurate service environment by ensuring timely follow-through and consistent processing of transactions.

HR Operations and Transactional Support

* Provide daily operational assistance for core HR processes and systems including Recruiting Employee/Manager Self-Service Absence Management Performance Management Benefits Payroll Finance and Compensation.

* Occasionally process Workday transactions as part of concierge-level support.

* Initiate proactive follow-up communication when necessary.

* Complete tasks in alignment with standard operating procedures including data entry in Workday or other platforms.

* Collaborate with HR Business Partners and Managers to address low-complexity issues.

* Support onboarding by training new HR Resource Center Representatives.

HR Knowledge Base Maintenance

* Contribute to the development and upkeep of HR Knowledge Base content.

* Stay informed on system updates policy changes and compliance requirements to ensure accurate and timely communication across the organization.

* Partner with HR Business Partners and Centers of Expertise to understand and communicate new and existing policies.

Projects and Continuous Improvement

* Share feedback with leadership regarding trends recurring issues and opportunities for process enhancements.

* Recommend improvements that reduce workload or enhance quality within assigned responsibilities.

* Participate in testing system updates and enhancements ensuring thorough evaluation and assessing potential impacts on employees managers and HR operations.

Required Skills & Experience

* Strong customer service orientation and/or demonstrated aptitude.

* Up to two (2) years of experience in a business or professional environment.

* Associates Degree or Certified Vocational Training in HR or Communication preferred; High School Diploma/GED required.

Required Experience:

Unclear Seniority

Column Technical Services is seeking a remote HR Resource Call Center Representative to serve as the first point of contact for employee inquiries across a range of HR topics. Candidates withcall center environments are preferredas the role requires delivering high-quality support and customer servi...