HR Employee Services Representative, OneSource - FTC

Description

This position is responsible for providing high⁃touch HR services support to all internal and external customers interacting with OneSource HR. The position encompasses two key job functions, as the first point of contact for the resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels and for the processing of transactions for the employee lifecycle from hire to retire.

Accountabilities:

• Provision of exceptional customer service to OneSource HR customers.
• Leveraging tools such as Case Management and Knowledge documents to respond to and track employee and manager inquires.
• Accurate management of cases within the case management tool.
• Inputs data with speed and accuracy, whilst ensuring data integrity, utilizing Oracle database.
• Helps customers navigate through Tier 0 (self ⁃service) materials and functionality.
• Working to agreed SLAs to provide data and information as to the effectiveness of the services provided.
• Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.
• Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call/contact.
• Abides by documented Quality guidelines when handling customer calls.
• Understands scope of services and escalates items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support.
• Uses professional and customer⁃focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de⁃escalate difficult situations.

Qualifications

• Excellent customer service focus and manner
• Excellent verbal and written communication skills
• Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work
• Previous data entry or customer service experience preferred
• Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred
• Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives
• Ability to solve problems in a timely manner and take initiative to make processes and programs better
• Ability to learn new systems
• Excellent organizational skills
• Ability to handle multiple requests in a timely manner
• General analytical and problem⁃solving skills
• Strong interpersonal and listening skills
• Ability to deal with ambiguity
• Ability to handle confidential information
• Ability to identify when data⁃related issues need to be escalated
• Ability to work with diverse people
• Abilityto maintain objectivity under pressure
• Advanced command of English