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Customer Service Rep - Payroll
Ref No.: 18-18674
Location: Phoenix, Arizona
Position Type:Right to Hire
Skill Type
Skill Type:Professional
Job Summary:
Acts as initial point of contact for inbound participant requests and questions regarding HRS products. Maintains a high level of product and system knowledge to provide support to internal and external partners.

Job Duties:
  • Fields daily calls from HRS participants with questions regarding HRS products to provide a quality service experience.
  • Logs and documents participant conversations/issues in an effort to minimize repeat callers and provide optimal service.
  • Provides real-time technical support for the participant using the automated phone system and employee website to ensure efficient interactions.
  • May conference participants into systems to help navigate through various menu options.
  • Uses multiple computer software packages, including HRIS, Salesforce, Sungard, and ORS to answer specific participant questions and requests.
  • Prioritizes caller and management issues to resolve critical or time-sensitive issues before less urgent issues and to ensure they are resolved in a timely manner.
  • Follows up on unresolved calls to ensure issue completion, accuracy of resolution, and compliance with resolution time frame expectations established by Operations partners.

•Associate's Degree.