Resource's typical working day:
The Service Center Specialist II works in the Employee Service Center as part of a dedicated team of HR professionals, serving over 33,000 employees in the United States and Canada. The Service Center Specialist II is responsible for providing exceptional customer service via phone and other communication channels. The incumbent ensures that all inquiries are ticketed and supports and assists the customer. The Service Center Specialist II identifies if the customer inquiry needs to be elevated and assigns all items to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The Service Center Specialist II is the first point of contact for customer inquiries regarding HR related questions while demonstrating a high-level of support and customer service.
This particular contract will help focus primarily with payroll related activities, more specifically a new application launch called Kronos Dimensions. Support can range from scheduling, Navigation, and application issues.
Job Requirements:
Handles all incoming calls, emails, and other communication channels into the ESC and utilizes internal tools to assist customer with inquiry or issue.
Creates cases for all incoming inquiries to the ESC and strives to assist the customer with a first contact resolution.
Follows case management guidelines around customer notification, resolution and documentation.
Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager.
Respond, resolve and/or distribute customer inquiries to the appropriate team or team member for resolution.
Follow up on outstanding issues to ensure resolution, keep customers informed on the status of research and closes Service Now ticket when complete if applicable.
Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem.
Responsible for securing, safeguarding and keeping confidential employee information as required by our, “Personally Identifiable Information Security Policy” and all other company data privacy requirements.
Position supports 4 time zones. Must adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.
Adhere to Service Level Agreements, Quality Assurance expectations, and Performance Metrics.
Performs other duties as assigned by management.
The center is open 8am to 7pm EST, so the shifts will be 8 hours but within that range. Probably 8am to 5pm, 9am to 6pm, 10 - 7pm.
Can sit in any time zone.
As of right now extension is not likely.
Job Types: Full-time, Contract, Temporary
Pay: $17.51 - $18.14 per hour
Expected hours: 40 per week
Shift:
- 8 hour shift
Work Location: Remote
