Contact Center Representative

We are hiring Problem Resolution Associates (customer service) to join our Tallahassee, FL office. As a Problem Resolution Associate, you are the initial customer contact for our client’s Human Resources Outsourcing (HRO) customers. This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services.

ESSENTIAL FUNCTIONS:

• Answers and greets customer’s calls in a courteous, friendly, and professional manner using client’s HR policies, procedures, and/or practices.
• Listens attentively to customer needs/concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements and/or problems as the first contact resolution.
• Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
• Prepare and complete accurate work and update customer ticket/file via the system.
• Conduct correspondence with customers and team members.
• Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to the appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Occasionally use decision-support tools to answer complex questions or to verify subject matter details.
• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Maintain a broad knowledge of clietns's HR services. This role is the Tier I position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.
• Other duties, as assigned by your immediate supervisor and/or manager.

REQUIRED EDUCATION AND EXPERIENCE:

• High School diploma or GED
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills
• Ability to demonstrate excellent written and oral communication skills
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner
• Willingness to rotate shifts, as needed
• Ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

TRAINING

Training is 4 weeks (First training group is 8/12) (Second is 9/2) ( Third is 9/23)

· 2 weeks of classroom training

· 2 weeks of live call training

BACKGROUND CHECK/DRUG SCREEN

By applying for a position, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check and drug screening consistent with the client’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Job Types: Full-time, Part-time, Contract

Pay: $16.50 per hour

Schedule:

• Afternoon shift
• Evening shift
• Morning shift

Ability to Commute:

• Tallahassee, FL 32311 (Required)

Ability to Relocate:

• Tallahassee, FL 32311: Relocate before starting work (Required)

Work Location: In person

Salary : $17