Responsibilities
• Manage a high volume of both inbound calls from work-site employees to address their needs, concerns, and navigate use of our products and services.
• Problem solves incoming calls by demonstrating active listening, resourcefulness, and out-of-the box thinking to find winning solutions. Provides accurate and complete information by using the right resources.
• Appropriately escalates to various internal departments, teams, and individuals, as appropriate. Ensure all escalations are thorough and done in a timely manner.
• Employee changes/updates, verifications of employment, new hire inquiries, changes to tax with-holdings
• Plan provisions, enrollment eligibility and inquiries
• Direct deposit changes, payroll inquiries, pay stub reprints
• Employee self service logins
• Access employee records and information.
• HR, Benefits, and Payroll Administration.
• Navigation of 5 HRIS Systems (HRP, Ulti, Prism HR, HRP Cloud & iSolved).
• Navigation of SalesForce and call routing systems including SalesForce, and Amazon Connect.
Qualifications and Requirements
• Demonstrates empathy to exceed client expectations and provides professional, positive experiences.
• Clear and coherent in both verbal and written communication skills, including public speaking and precise writing.
• Quick to acquire new knowledge and think on your feet.
• Innovates processes and procedures to enhance client satisfaction and efficiency.
• Manages pressure and juggles multiple priorities with competing deadlines.
• Builds cross-functional relationships and supports colleagues across departments.
• Professional demeanor, with attention to body language, eye contact, posture, voice, and attire.
• Inspires and motivates others, fostering a positive and collaborative environment.
• Understands organizational dynamics, policies, and procedures
