Representative, Customer Service

Customer Service Representative 

Summary of Job Description: 

The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels. The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes.  As the primary contact point for all customer inquiries to the ESC, it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.  

Primary Duties/Responsibilities: 

• Act as a main point of contact for customer inquiries, requests and transactions 

• Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD’s)  

• Work closely with GPC HR leadership to ensure that transactions are processed timely and accurately   

• Process updates to the employee’s record ensuring accurate documentation for all transactions  

• Create a new case or update an existing case for every request received in the ESC’s case management system 

• Work to resolve as many calls/cases as possible upon first call/contact  

• Perform daily review of open case queues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner 

• Process administrative transactions outside of the case management  

• Ensure quality employee experiences by using a professional and service-focused approach when handling all inquiries 

• Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information 

• Recommend process improvements  

• Recognize, document, and inform the supervisor regarding trends in internal and external inquiries 

• Establish and maintain effective working relationships with peers, management, customers, and field HR staff  

• Exercise sound judgment when prioritizing, organizing, and monitoring inquiries while assigning emails and distributing cases timely to team  

• Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase 

Qualifications: 

• 2-3 years prior relevant experience in a call center or service center environment 

• Superior Customer Service skills  

• Excellent oral and written communication skills 

• Customer-focused professional  

• Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.) 

• Attentive listening skills that enable asking of probing questions to aid in problem- solving and issue escalation 

• Detail oriented and able to multi-task – Good organizational skills 

• Ability to operate well under pressure – Strong problem-solving skills 

• Proficient computer skills (Microsoft Word, Microsoft Excel) – PeopleSoft and/or ServiceNow experience a plus 

• Dependable, punctual and able to achieve an appropriate level of attendance 

• Team player with a positive attitude