Customer Service Representative (97545)
Bonney Staffing - Scarborough, ME
The associate services representative based out of South Portland, is responsible for being the first point of contact for all associate HR related phone or self-ticketing inquiries. Record all interactions in the case management system, resolve, record resolution and close case. Forward all interactions requiring research or more in-depth analysis/response to subject matter experts. Use all navigational tools provided to find answers and inform Supervisor of missing, inaccurate or confusing documentation. Work toward continual improvement and skills building. Monday-Friday, 8:30am - 5:00pm
Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors.
Follow the established call procedure process including verifying all callers to ensure information is being given out to the appropriate person
Identify trends and problems in the calls and bring this to the attention of management
Make outgoing calls to follow-up on self-service tickets and ticket resolutions
Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
Recognize when escalation to a subject matter expert or to the Supervisor is necessary
Record the details of each call or self-service ticket. Maintain confidentiality of all information.
Perform HR transactions such as address corrections in the HR and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
Participate in ongoing training meetings to improve expertise, customer service skills and productivity
Identify missing and inaccurate information in the Knowledge base, creating new documentation when needed
Assist with special projects in the department when assigned by management
Assist with imaging functions when needed on a scheduled basis. This includes prepping, scanning and indexing HR documents into the imagining application
Respond in a timely manner to all request for associate information via subpoenas, email, phone, etc., ensuring that data is not released to unauthorized personnel
Create and maintain documentation on all current processes in the department
Other department duties including print time sheets, distribute corporate checks, and distributing department mail.
What we need from you:
High school diploma and 2-3 years’ experience working in an office environment.
Experience in delivery of customer service, preferably related to HR and payroll processes and procedures.
Experience in a high volume customer service call center preferable.
Excellent listening and telephone skills.
Ability to ask relevant questions, clarify incomplete information and summarize key points.
Basic computer knowledge and good data entry skills.
What You Will Receive:
At Bonney Staffing, we live and breathe our core values. Our company culture is to hold our internal and external employees to the highest standards of hard work, commitment, professionalism in attitude and ethics, and the gratitude that we are part of a fun and generous team. When you join our company, this is what you can expect:
Pre-placement screenings, training, and support at no cost to you.
A commitment from Bonney Staffing to your personal and general safety.
The opportunity to work for a growing company
Optional health and prescription coverage programs while you are on assignment through Bonney
Pay Rate $16/hr
24/7 local servicing and support through your Bonney Staffing branch office for general inquiries and employee support for issues such as pay and onsite accidents.
More than 40 years of experience in the staffing and recruiting industry from which to draw upon.
A new environment in which to grow.
Who We Are:
At Bonney Staffing, we work hard to find the right fit for every job seeker. Our client relationships and unconditional commitment to integrity will allow you access to exciting opportunities you might otherwise never see in a variety of Front Office, Light Industrial, Medical, Manufacturing, IT/Support, and Warehouse settings, and beyond. Take the guesswork out of your job search and get noticed by the right people when you partner with one of our expert recruiters.