HRSC Customer Service Representative

at  Auxis

Job Summary:
The HR Service Center (HRSC) Customer Service Representative will provide professional customer service support, both individually and as part of a service team, with a focus on assisting employees (active and inactive), managers, HR Field staff, and company vendors with their HR inquiries and needs, offering high levels of customer satisfaction and efficiency. The HR Service Center (HRSC) Customer Service Representative will work as a support for the HR Service Center team as an interface for trouble calls, providing support, direction, and HR inquiry resolution based on the assigned tasks and team responsibilities. This interaction with employees will be via phone calls, chats, cases, and emails.

Responsibilities:

• Be the first contact for employee and manager inquiries, ensuring timely and accurate responses to their questions and requests.
• Provide excellent customer service by answering telephone calls, documenting all customer inquiries and resolutions received via phone calls, Ask HR, Chat, Mailboxes or other alternative streams of input to identify, diagnose, and initiate necessary research to resolve customer issues in a timely manner, as needed.
• Delivers accurate and timely HR administration support to internal stakeholders like employees, managers, and the HR community, ensuring adherence to HR procedures and processes.
• Process the cases assigned over the case management system, including all the cases life cycle steps and phases.
• Comply with the assigned schedule to cover the hours of operation.
• Manage workload efficiently to fulfill commitments in a timely manner.
• Assist employees with navigating employee resources, with a focus on promoting self service
• Support when required with any task other than and/or in addition to their fixed responsibilities (for issues of vacation coverage, permits, emergencies, and/or fortuitous cases (assignment, resolution, creation, and/or translation of tickets)).
• Guide and teach the employees about Self-Service tools.
• Support with any other new process when required by the client if it has been officially included in our scope of services.
• Support and maintain the documentation of the SOP’s and Updates processes and/or any other project that may be required.
• Generate monthly reports and deliver them as expected in terms of time and quality.
• Comply with all the account KPI’s and Service Level agreements (SLA’s) defined by client.
• Work and comply with the established guidelines for the management of Personal Data and company information.
• Continuously works to expand current and upcoming knowledge within HR.

Skills and Experience:

• 1 year experience in a shared service or contact center. HR services experience is a plus.
• English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
• The incumbent will adjust its schedule based on the account needs.
• High School Diploma.
• Proficient with case management systems, such as ServiceNow.
• Ability to work independently in a fast-paced environment and to handle multiple, competing priorities.
• Proficient with MS Office tools, including the ability to work with multiple applications at the same time.
• High critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems, as well as the decomposition of high-level information into details.
• Excellent interpersonal relationships and a positive attitude when working effectively with team members and collaborating with other teams.
• The ability to deal with highly personal and confidential information is essential.
• Strong written and oral communication skills, as appropriate to the needs of the audience.
• Excellent customer service and having the ability to be a business partner with customers.
• Self-management of time in support of business needs.
• Ability to adhere to all organizational policies and procedures.
• Willingness to embrace challenge and complexity in a fast-paced environment.
• Active and strategic learning: understanding the implications of new information for current and future problem solving and decision-making, as well as selecting and using appropriate training/instructional methods and procedures for the situation when learning or teaching new things.

• Be the first contact for employee and manager inquiries, ensuring timely and accurate responses to their questions and requests.
• Provide excellent customer service by answering telephone calls, documenting all customer inquiries and resolutions received via phone calls, Ask HR, Chat, Mailboxes or other alternative streams of input to identify, diagnose, and initiate necessary research to resolve customer issues in a timely manner, as needed.
• Delivers accurate and timely HR administration support to internal stakeholders like employees, managers, and the HR community, ensuring adherence to HR procedures and processes.
• Process the cases assigned over the case management system, including all the cases life cycle steps and phases.
• Comply with the assigned schedule to cover the hours of operation.
• Manage workload efficiently to fulfill commitments in a timely manner.
• Assist employees with navigating employee resources, with a focus on promoting self service
• Support when required with any task other than and/or in addition to their fixed responsibilities (for issues of vacation coverage, permits, emergencies, and/or fortuitous cases (assignment, resolution, creation, and/or translation of tickets)).
• Guide and teach the employees about Self-Service tools.
• Support with any other new process when required by the client if it has been officially included in our scope of services.
• Support and maintain the documentation of the SOP’s and Updates processes and/or any other project that may be required.
• Generate monthly reports and deliver them as expected in terms of time and quality.
• Comply with all the account KPI’s and Service Level agreements (SLA’s) defined by client.
• Work and comply with the established guidelines for the management of Personal Data and company information.
• Continuously works to expand current and upcoming knowledge within HR