Customer Service Rep

Customer Service Representative

The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels. The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes. As the primary contact point for all customer inquiries to the ESC, it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.

Primary Duties/Responsibilities:

• Act as a main point of contact for customer inquiries, requests and transactions
• Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD's)
• Work closely with GPC HR leadership to ensure that transactions are processed timely and accurately
• Process updates to the employee's record ensuring accurate documentation for all transactions
• Create a new case or update an existing case for every request received in the ESC's case management system
• Work to resolve as many calls/cases as possible upon first call/contact
• Perform daily review of open case queues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner
• Process administrative transactions outside of the case management system
• Ensure quality employee experiences by using a professional and service-focused approach when handling all inquiries
• Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
• Recommend process improvements
• Recognize, document, and inform the supervisor regarding trends in internal and external inquiries
• Establish and maintain effective working relationships with peers, management, customers, and field HR staff
• Exercise sound judgment when prioritizing, organizing, and monitoring inquiries while assigning emails and distributing cases timely to team
• Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword-driven, and document-heavy knowledgebase

Qualifications:

• 2 - 3 years prior relevant experience in a call center or service center environment
• Superior customer service skills
• Excellent oral and written communication skills
• Customer-focused professional
• Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.)
• Attentive listening skills that enable asking of probing questions to aid in problem-solving and issue escalation
• Detail oriented and able to multi-task – Good organizational skills
• Ability to operate well under pressure – Strong problem-solving skills
• Proficient computer skills (Microsoft Word, Microsoft Excel) – PeopleSoft and/or ServiceNow experience a plus
• Dependable, punctual and able to achieve an appropriate level of attendance
• Team player with a positive attitude