Employee Contact Center Representative (Work From Home)

Job Summary

Provides superior customer service to candidates, employees, contingent workers and former employees via the Employee Contact Center. Answers questions and provides assistance related to Human Resources (HR), Workforce Management (WFM) and Payroll.

Job Duties

• Provides service recovery when needed, help identify and resolve concerns.
• Provides superior customer service to all individuals reaching out to the Employee Contact Center for assistance.
• Supports department projects and participates in work teams as assigned.
• Answers basic HR, WFM and Payroll related questions coming through the contact center.
• Provides timely follow up to inquiries.
• Provides technical solutions at the end user level for multiple systems.
• Offers multiple ways individuals can connect for assistance such as phone call, email, chat, other.
• Provides coaching support to end users for all self service functionality related to HR, WFM, Payroll solutions.
• Provides a warm transfer to ensure the best possible experience for the individual that needs assistance.
• Guides end user through self service tasks and provides education.
• Transfers escalated needs to appropriate functional area in a timely manner.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

Preferred Skills:

Customer service, call center, detailed oriented, active listener, effective communication, multitasker.

Work Hours: 8:00AM - 4:30PM (Eastern Time Zone)

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 2 years-Customer Service (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.