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Hr Service Center Rep I Temp - (Remote)

Company

Quest Diagnostics
Address , Tampa, 33612, Fl
Employment type TEMPORARY
Salary
Expires 2023-10-04
Posted at 8 months ago
Job Description
Overview:
The Human Resources Service Center Representative I serves as the first point of contact for all inbound inquiries received by telephone, electronically and in writing pertaining to benefits, employment policies and procedures, employee relations issues, recruitment, learning and development and performance management. This role provides assistance for all Tier 1 questions and issues, using a knowledgebase of information and established processes and protocols to respond to inquiries.
Responsibilities:
  • Follows prescribed protocols for problem resolution
  • Evaluates and responds to employee inquires via phone, fax and email and provides appropriate and timely responses through use of a knowledgebase and in accordance with Service Level Agreement
  • Maintains confidential centralized employee files
  • Demonstrates sensitivity and respect at all times when dealing with others
  • Handles high volume of incoming calls in a call center environment
  • Enters, scans and retrieves employee data in HRIS per established guidelines and authorization processes while ensuring accuracy of information
  • Reviews and interprets employee data to resolve issues
  • Performs other duties as assigned or requested
  • Provides education and guidance to callers about available tools and resources
  • Creates and maintains detailed, complete and accurate records of all interactions in Case Management System
  • Upholds privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
  • Provides callers with excellent, efficient and courteous service
  • Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate
Qualifications:
Required Work Experience:
  • 1 - 2 years of experience in human resources administration and/or a call center environment required
Knowledge:
  • Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)
  • Familiarity with and ability to adhere to standard call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality
Skills:
  • Experience with Microsoft Office products (Excel, Word, PowerPoint)
  • Proficient in typing a minimum of 45 words per minute while interacting with customers on the phone
  • Strong attention to detail, problem solving, organization and prioritization skills
  • Effectively interact with a diverse population at all levels within the organization
  • Exceptional customer service skills
  • Ability to follow specific, detailed instructions, resolve routine problems and perform basic interpretation utilizing published information and tools
  • Demonstrated interpersonal, verbal and written communication skills
  • Ability to read, write and speak the English language, communicating clearly and effectively with callers
  • Aptitude to prioritize, problem solve and apply critical thinking skills
  • Capable in maintaining composure in stressful situations

Education:
Associates Degree
High School Diploma or Equivalent(Required)
EEO:
Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.