Human Resource Customer Service Assistant

Company: Firsttek Inc
Location: Irving
Posted on: February 7, 2025

Job Description:

Job Title: HR Call Center Rep 3

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Location: Irving, TX-Hybrid
Duration: 12 months with possibility of extension

HR Service Center Rep 3:
The Human Resources Service Center (HRSC) is seeking a HR Service Center Rep 3 for the HR Help Desk. The HRSC Rep 3 is the primary point of contact for employees, managers, human resources, and external customers to respond to and resolve a variety of inquiries related to multiple areas of knowledge. The HRSC Rep 3 is responsible for providing enterprise-wide Tier 1 support through various channels such as phone, chat, case management and email for multiple support areas including Human Resources, Payroll, Timekeeping, Travel & Expense, and other HR functions as needed. Additional duties include processing HR transactional tasks related to Employment Verifications, Tier 1 Payroll processing, Global Learning Exchange (GLX), HR Document Management, Education Assistance, W-4, Mail processing, COVID intake, Workplace Accommodations, Emergency Contact Center, PTO Donations and HR Business Partner escalated support.

This position is in Irving, TX.

Job Responsibilities:

Answer and resolve a broad range of HR-related questions and inquiries utilizing analytical & investigative skills, deductive reasoning, knowledge-based articles, and comprehensive training while maintaining high quality customer service. Escalate cases when necessary to successfully resolve customer questions in a timely manner.
Effectively probe and pursue follow-on topics to troubleshoot issues, reach a constructive resolution, and accurately document actions taken in the case management system by creating a logical and concise communication, with strong attention to detail.
Manage difficult situations and communicate appropriately with all levels of customers; ensuring high quality customer service, satisfaction and service level agreements are met while resolving cases.
Assist employees with more complex HR inquiries using available resources to minimize need to escalate incidents to HR Business Partners.
Administer back-office HR processes such as completing Employment Verifications, providing HR Document Management support, responding to physical mail, managing PTO Donations, and other functions, while ensuring compliance with company policies.
Support employees impacted by disasters upon Emergency Contact Center activation.
Handle confidential information in a professional manner, respecting employee privacy while maintaining company confidentiality.


Basic Qualifications:

High school diploma or equivalent required and 3+ years of related education/experience.
Previous experience interacting with customers in a high-volume transaction service center environment; including experience in a call center using multiple systems and a structured phone schedule.
Exceptional, confident, and professional customer service skills are required.
Strong problem solving, organizational, time management and technology skills.
Must possess strong interpersonal and communication skills; both verbal and written.
Must be able to manage multiple priorities and show initiative and creativity.
Ability to abide by assigned work schedule and work a variety of shifts to support business needs across multiple time zones.
Ability to maintain confidentiality information.
Working knowledge of Workday or Service Now.
Proficiency with Microsoft Office suite (Outlook, Teams, Excel, Word).


Preferred Qualifications:

Strong knowledge of or experience with Service Now and Workday tools.
Strong knowledge of Human Resources and/or Shared Services practices.
General knowledge of Payroll and Timekeeping.
General knowledge of Travel and expense reporting.

Keywords: Firsttek Inc, Irving , Human Resource Customer Service Assistant, Human Resources , Irving, Texas