Shared Services Representative

at  FirstService Residential

JOB OVERVIEW:

As a Shared Services Representative, you’re responsible for providing telephone, internal ticketing system, on-line and email support to HR and FirstService associates who contact the Center concerning HR, payroll, benefits, time entry, and HRIS system questions.

SKILLS & QUALIFICATIONS:

• Must have a minimum of a High School Diploma or its equivalent
• 2+ years experience in customer service, troubleshooting experience in a call-center or Shared Service Center preferred
• Pleasant telephone skills are mandatory
• Must have a great attitude and be a team player
• Self-starter who must be detail oriented
• Strong technical and mathematical aptitude
• Good follow-through skills and ability to resolve issues in a timely manner
• Possess good oral and written communication skills
• Computer skills, including Windows and MS Office programs
• Ability to work with sensitive and/or confidential information
• Ability to meet deadlines and work well under pressure
• Preferably bilingual (English/Spanish)
• Experience in Benefits, Payroll or any HRIS software is highly desirable

YOUR RESPONSIBILITIES:

• Maintain customer service levels according to company standards.
• Respond to user requests related to HR, Payroll, Benefits, HRIS and Time Entry.
• Provide prompt, courteous service to HR and internal associates.
• Monitor tickets and maintain logs of help desk calls, status and work performed. Ensure problems are solved to the users’ satisfaction or escalate unresolved issues to next level for further investigation.
• Apply critical thinking and problem-solving skills to customer problems to identify and troubleshoot problems, research solutions, and resolve user difficulties and/or recommend solutions.
• Maintain awareness of new updates and changes within Shared Services systems and procedures.
• Able to document SOPs and create job aids as needed.
• Participate in training and orientation.
• Provide on-line training sessions.
• Handles first level inquiries and complaints to ensure quick, equitable, courteous resolution. Maintains contact on-line, and by phone or email.
• Provides administrative support and follows through on projects initiated by the department as requested.
• Work overtime as needed.
• Other duties as assigned.

ESSENTIAL DUTIES:

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.