Randstad HR Customer Service Rep

Temp to perm
Location: 893 Hope Way Altamonte Springs FL 32714

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.


ADDITIONAL INTAKE NOTES:
Team: Tier 1 Contact Center Learning Team
Team Size: 2 individuals
Reporting Manager: Yari
Training & Onboarding
Initial Training: Candidates must complete the initial one (1) week training required for all contact center representatives.
Specialized Training: Candidates will transition directly to the Hiring Manager (Yari) for specific training related to learning calls.
Training Exception: The full six (6) weeks of standard training are not required for this role.
Policies & Expectations
Alignment: All other general policies and expectations are to be considered similar to those for standard Contact Center Representatives.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
Support and demonstrate the customer service expectations and achieve relevant performance metrics
Demonstrate ownership and positive influence over self and team engagement
Serve as subject matter expert for employee and manager inquiries for assigned functional area
Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
Apply documented procedures policies and practices to accurately research and respond to calls/cases received
Utilize sound judgement to make appropriate determinations on resolutions needed
Utilize tools and resources to perform responsibilites accurately and efficiently
Escalate requests/issues outside of process or scope for role to HR Specialist and/or Supervisor
Maintain appropriate documentation in case notes on discussions completed
Maintain understanding and knowledge of organization HR policies related to functional area

Maintain current knowledge of federal state and local employment law related to functional area
Document transaction and case status to properly indicate stage of completion
Produce and maintain functional records and reports
Meet professoinal obligations through efficient work habits such as honoring work schedules meeting deadlines and coordinating resources in an effective and timely manner
Demonstrate patience and ability to remain calm under stressful situations
De-escalate situations through the use of effective communication techniques and involve supervisor as necessary
Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality


KNOWLEDGE AND SKILLS REQUIRED:

Web navigational & computer skills
Proficiency in Microsoft Office Suite (Outlook Word Excel PowerPoint)
Ability to work in a fast-paced environment and easily adapt to fluctuating workloads and customer needs
Knowledge and understanding of functional area of support including common state and federal regulations
Ability to research and analyze information and make sound decisions
Skilled in understanding and applying applicable rules regulations policies and procedures
Superior written and verbal communication skills
Skilled in providing quality customer service including the ability to listen and understand information being presented as well as the ability to deescalate issues and resolve complaints
Ability to collaborate and work with a diverse group of people to meet goals and objectives
Strong organizational skills including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines
Ability to type 50 or more words per minute with excellent spelling punctuation and grammar

KNOWLEDGE AND SKILLS PREFERRED:
Knowledge of Human Capital Management and/or Customer Relationship Management software (PeopleSoft preferred)

EDUCATION AND EXPERIENCE REQUIRED:

Bachelors degree or Associates degree 2 years experience
Two years of experience in a Contact Center or Human Resources team environment

EDUCATION AND EXPERIENCE PREFERRED:
Human Capital Management (HCM) and Customer Relations Management (CRM) experience specifically PeopleSoft
Experience in a shared services model supporting a large employer

LICENSURE CERTIFICATION OR REGISTRATION REQUIRED:

N/A

LICENSURE CERTIFICATION OR REGISTRATION PREFERRED:
Applicable certification preferred such as PHR SHRM-CP or other industry-specific certification)

SUPERVISORY RESPONSIBILITIES

N/A