Associate Service Center Agent

Associate Service Center Agent

LaSalle Network has partnered with our client in their search for an Associate Service Center Agent. In this role, you will act as first point of contact for all associate HR related phone or self-ticketing inquiries while maintaining a high degree of confidentiality. This position will be HYBRID in Quincy, MA. The Associate Service Center Agent records all interactions in the case management system, resolves, records resolution and closes case. You then forward all interactions requiring research or more in-depth analysis/response to subject matter experts. This role requires the use of all navigational tools provided to find answers and inform Supervisor of missing, inaccurate or confusing documentation. Join our client's team and work toward continuous improvement and skills building.

Associate Service Center Agent Responsibilities:

• Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
• Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
• Recognize when escalation to a subject matter expert or to the Supervisor is necessary
• Record the details of each call or self-ticket. Maintain confidentiality of all information
• Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
• Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
• Participate in ongoing training to improve expertise, customer service skills and productivity
• Process routine insurance premiums
• Assist as needed with projects (processing mail, term folders, etc.)

Associate Service Center Agent Requirements:

• High school diploma and 2+ years of experience working in an office environment
• Experience in delivery of customer service
• Basic computer knowledge
• Experience in HR and payroll processes and procedures a plus
• Experience in a customer service call center preferable
• Intermediate MS Office skills preferred
• Excellent listening and telephone skills
• Ability to ask relevant questions, clarify incomplete information and summarize key points
• Good data entry skills with a high attention to detail to provide accurate information
• Able to manage multiple priorities on an ongoing basis

If you are interested in this opportunity and meet the qualifications, please apply today! Thank you, Kelci Benton Senior Project Manager LaSalle Network