Job Details

ID #8641416
State California
City Dublin
Job type Contract
Salary USD TBD TBD
Source Software Guidance & Assistance
Showed 2021-01-27
Date 2021-01-26
Deadline 2021-03-27
Category Software/QA/DBA/etc
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HR Customer Service Representative

California, Dublin, 94568 Dublin USA

Vacancy expired!

Software Guidance & Assistance, Inc., (SGA), is searching for an HR Customer Service Representative for a CONTRACTassignment with one of our premier HR clients for a fully remote opportunity. All applicants MUST be available to work one of two shifts 9-6 pm PST; or 10-7 pm PST. Weekend, OT, and Part Time are open points for discussion. JOB SUMMARY/OVERVIEW The Customer Service Representative is a key member of the Platform & Payroll Support Center that serves as the initial point of entry for client inquiry resolution (via phone, email, or chat) on a wide range of platform and payroll topics. The Center is responsible for providing support on general, low complexity inquiries related to payroll processing and management, compensation reporting, time and labor management, reporting services, WSE onboarding, employment eligibility, client data management, and termination. This individual will provide the first line of contact for clients and works to facilitate first contact resolution inquiries. The Specialist role is critical to providing an outstanding client experience to customers. ESSENTIAL DUTIES/RESPONSIBILITIES Works to resolve general, low complexity client issues related to payroll and platform through support customer inquiries via phone, email, and chat. Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services. Manages open cases to ensure problem resolution in the shortest amount of time, while keeping clients regularly informed of status and anticipated resolution date. Documents all customer interactions in the CRM system. Ensures proper triage, escalation and resolution of more sophisticated inquiries to the appropriate Tier 2 Center of Excellence. Responsible for taking initiative and action towards professional development, including staying informed of statutory and regulatory payroll and compliance practices. Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to customer retention and customer satisfaction goals. Provides accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience. Delivers excellent core standard services to customers through providing dependable, accurate, appropriate, timely, and easy-to-use value-added solutions to meet their needs. Other projects and responsibilities may be added at the manager's discretion.

JOB REQUIREMENTS AND QUALIFICATIONS Education: Bachelor's degree desired; or equivalent education/work experience Minimum 2 year of customer service and/or payroll experience. Knowledge in payroll, bookkeeping, and compliance management is a plus Knowledge of and ability to explain and provide guidance on clients' payroll, benefit billing, reporting and best practices in operations. Knowledge and strong understanding of best practices, policies, processes, systems capabilities and limitations. Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management). Fluency in English; bilingual in Spanish a plus. Top notch customer service skills. Strong verbal and written communication skills. Strong time management skills. Proficient in Microsoft Office Suite, PeopleSoft and SalesForce. Ability to maintain confidentiality of corporate data. Ability to adapt to a fast paced constantly evolving business and work environment. Ability to meet customer needs taking ownership for customer satisfaction and gaining the partnership of others in pursuit of company goals. Ability to multi-task, prioritize and complete requests and assignments in a timely manner. Ability to work independently to resolve issues and in a team office environment; to communicate expertly across many organizational levels and functions; to build rapport with stakeholders A demonstrated commitment to high professional ethical standards and a diverse workplace.

SGA is a Certified Women's Business Enterprise (WBE) celebrating over thirty years of service to our national client base for both permanent placement and consulting opportunities. For consulting positions, we offer a variety of benefit options including but not limited to health & dental insurance, paid vacation, timely payment via direct deposit. SGA accepts transfers of H1 sponsorship for most contracting roles. We are unable to sponsor for Right-to-Hire, Fulltime, or Government roles. All parties authorized to work in the US are encouraged to apply for all roles. Only those authorized to work for government entities will be considered for government roles. Please inquire about our referral program if you would like to submit a candidate for any of our open or future job opportunities. SGA is an EEO employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. To view all of our available job postings and/or to learn more about SGA please visit us online at www.sgainc.com.

Vacancy expired!

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