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Customer Service Representative III Customer Service Representative III
Ref No.: 17-15418
Location: Bridgewater, New Jersey
Under the direct supervision of the Lead, Contact Center, the Representative, Contact Center (Tier 1) will handle routine customer service inquires related to human resources, payroll, benefits administration and other employee services functions; providing Knowledge Base Q&A support as needed.
The customer service representative will:
Open tickets and log calls into a computerized call tracking system (Neocase).
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.
Provide support and coaching to peers.
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 read and speak French fluently
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 oral communication skills as well as strong listening skills.
Strong customer service focus.
English (Speak, Read, Write)