The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels.
The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes. As the primary contact point for all customer inquiries to the ESC , it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.
- Act as a main point of contact for customer inquiries, requests and transactions
- Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD’s)
- Work closely with GPC HR leadership to ensure that transactions are processed timely and accurately
- Process updates to the employee’s record ensuring accurate documentation for all transactions
- Creat e a new case or updat e an existing case for every request r eceived in the ESC’s case management system
- Work to resolve as many calls/cases as possible upon first call/contact
- Perform daily review of open case queues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner
- Process administrative transactions outside of the case management
- Ensure quality employee experience s by using a professional and service-focused approach when handling all inquiries
- Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
- Recogniz e , document, and inform the supervisor regarding trends in internal and external inquiries
- Establish and maintain effective working relationship s with peers, management, customers, and field HR staff
- Exercise sound judgment when prioritizing, organizing, and monitoring inquiries while a ss igning emails and distributing cases timely to team
- Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase
- 2 - 3 years prior relevant experience in a call center or service center environment
- Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.)
- Attentive listening skills that enable asking of probing questions to aid in problem - solving and issue escalation
- Detail oriented and able to multi-task – Good organizational skills
- Ability to operate well under pressure – Strong problem-solving skills
- Proficient computer skills (Microsoft Word, Microsoft Excel) – PeopleSoft and/or ServiceNow experience a plus
- Dependable, punctual and able to achieve an appropriate level of attendance
Not the right fit? Let us know you're interested in a future opportunity by joining our Talent Community on jobs.genpt.com or create an account to set up email alerts as new job postings become available that meet your interest!