HR Call Center Service Representative 3

Chipton-Ross is seeking a HR Call Center Representative 3 for a contract/hybrid opportunity in Irving TX.

RESPONSIBILITIES:
The HR Call Center Service Representative 3 is primarily responsible for providing tier 1 support from phone, chat, and email channels in support of multiple areas including human resources, payroll, timekeeping, travel, and other functions as needed.
Job Responsibilities:
o Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.
o Partner with stakeholders to successfully resolve problems or answer questions in a timely manner.
o Accurately document customer issues, research steps, and actions taken in the case management system.
o Perform back-office transaction processing (non-phone work) in support of HR functions.
o Demonstrate the ability to translate complex information into a logical, concise communication (written and verbal).
o Strong attention to details - driven to prevent errors and solving problems.
o Able to grasp complex information quickly and probe effectively where additional information is required.
o Demonstrate excellence in organizational and time management skills.
o Ability to interact with a variety of customers, partners, vendors, management and employees.
o Ability to work in a contact center environment with minimal supervision while using multiple system applications.

REQUIRED EXPERIENCE:
o High school diploma or equivalent required and 4+ years of related education/experience.
o Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs.
o Previous experience interacting with customers in a service environment required. - Experience in a call center and following a structured phone schedule.
o Ability to maintain confidentiality of information.
o Confident phone presence and exceptional customer service skills are required.
o Prior experience using a case management system.
o Strong customer service, problem solving and technology skills.
o Proficient in MS Office applications - Word, Excel, PowerPoint, Teams.
o Working knowledge of Workday or other HRIS system.
o Effective listening and reading comprehension skills.

PREFERRED:
o Knowledge of or experience with Service Now and Workday tools.
o Knowledge of Human Resources and/or Shared Services practices.
o General knowledge of Payroll and Timekeeping.
o General knowledge of Travel Services and Travel concepts.

EDUCATION:
High school diploma or equivalent is required.
School must be accredited.

HOURS:
5/40 workweek. HYBRID position. It is required that the candidate will work on-site two days a week.

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