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CSR - Inbound
Ref No.: 18-11378
Location: Atlanta, Georgia
Segment:Commercial
JPAS:NO
Description:
Job Description Summary: Customer Service Representative 
The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels. The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes. As the primary contact point for all customer inquiries to the ESC, it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills. 
Primary Duties/Responsibilities: 
 Act as a main point of contact for all customer inquiries, requests and transactions 
 Process updates to the employee's record ensuring accurate documentation for all transactions 
 Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD's) 
 Create a new case or update an existing case for every request received in the ESC's case management system 
 Performs daily review of open case queues to ensure inquiries/requests are being assigned, resolved and closed properly and in a timely manner. 
 Ensure quality employee experiences by using a professional and service-focused approach when handling all inquiries 
 Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information 
 Work to resolve as many calls/cases as possible upon first call/contact. Assign cases to appropriate escalation point as necessary. 
 Recognize, document and inform the supervisor regarding trends in internal and external inquiries. 
 Establish and maintain effective working relationships with peers, management, customers and field HR staff. 
 Exercise sound judgment when prioritizing, organizing and monitoring inquiries while assigning emails and distributing cases timely to team. 
 Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase 
 Recommend process improvements and create new and/or modify existing process documentation or knowledgebase articles. 
Qualifications: 
 1-2 years prior relevant experience in a call center or service center environment 
 Superior Customer Service skills 
 Excellent oral and written communication skills 
 Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.) 
 Attentive listening skills that enable asking of probing questions to aid them in problem- solving and issue escalation 
 Detail oriented and able to multi-task – Good organizational skills 
 Ability to operate well under pressure – Strong problem solving skills
 
Is this requistion for a Direct Hire?  
No
Please select your preference in reviewing candidate submittals  
3. Both - review resumes and interview candidates
If you choose first come first serve above please provide requested pay rate.  
$15.00 - $16.00 per hour
Have you pre-identified a specific candidate?  
No
If yes, enter the name, contact details, and hourly pay rate for the pre-identified worker.  
Name: Email: Phone Number: Hourly Pay Rate:
Which shift is this position for?  
Shift 1
Daily Start Time (ex: 9:00AM)  
8:00AM
Daily End Time (ex: 5:00PM)  
5:00PM
Working Days (ex: Monday - Friday)  
Monday - Friday