KellyConnect has an exciting new opportunity with a global life sciences company committed to improving access to healthcare and supporting people with continuous care. We are looking for multiple Customer Service Representatives responsible for handling customer service inquiries related to the human resources function. This includes providing Knowledge Base Q&A support towards payroll, benefits administration, and other employee services. Responsibilities: - Open tickets and log calls into a computerized call tracking system - Answer questions by primarily relying on standard screens, scripts and procedures for call resolution. - Work closely with the other components of the HR function to escalate cases and sufficiently address customer needs. - Answer general questions and redirect misplaced calls. - Use procedures, policies, knowledge database and other reference materials to assist in answering employee, manager and agency HR, payroll or benefits representative inquires. - Guide employees and managers on using the on-line Knowledge Base tool. - Receive and processes employee data change requests or appropriately escalates issues. - Collect and validate complete data required to process manual employee personal and organizational transactions and escalates the completed data to the Transaction Center for processing. - Escalate complex issues/inquires to other parts of HR or redirects calls to ITS or other appropriate groups. - Participate in continuous improvement workshops and projects
- Minimum of one year of general HR experience. - HRIS experience preferred. - Experience in Workday or HR Preferred. - Must have a High School Diploma. - Excellent communication skills, both verbal and written. - Ability to follow strict policy guidelines and to follow standard procedures and scripts without variation. - Ability to navigate computerized data entry system and other relevant applications. - Ability to recognize situations requiring call escalation. - Strong customer service focus. - Full-time; hours will be from 8am to 6pm but will be staggered.