HR Contact Center Representative - Boca Raton, United States - HCM Unlocked

Description

Job Description

Position Summary: HR Contact Center Representative

We are seeking a dynamic and results-oriented individual to join our team as an HR Contact Center Representative. This role requires a highly skilled customer service professional who can effectively manage multiple client hotlines simultaneously. You will demonstrate active listening, empathy, and critical thinking skills over the phone and through other channels. As an employer, we value individuals who exhibit a strong sense of accountability, provide exceptional service quality, and strive to deliver unparalleled customer satisfaction.

*You must be fluent in both English and Spanish to qualify for this role

Candidate Profile:

• The ideal candidate for this role is deeply committed to customer satisfaction. You will be responsible for understanding your clients' unique needs; helping to ensure the longevity of their partnership with our company.
• Exceptional communication skills, both verbal and written, are essential for success in this role. You must be adept at articulating ideas clearly and promptly responding to client inquiries and concerns.
• Ownership mentality is a core attribute we seek in candidates. You should approach your work with a high level of responsibility, urgency, and accountability, consistently striving to exceed client expectations.
• Enthusiasm for driving positive change and delivering exceptional customer experiences is crucial. We are looking for individuals who are passionate about human resources and have the desire to work in the human resources field.
• You approach challenges with a positive mindset, proactively seek solutions, are collaborative and adapt quickly to changing circumstances.

Essential Duties and Responsibilities:

• Respond to incoming HR and benefit inquiries and requests from our clients' employees in a timely, accurate and professional manner while managing multiple contact channels (i.e. phone, email, etc.)
• Demonstrate a strong passion for customer service with a desire to build relationships during each interaction and provide appropriate solutions
• Assess situations and escalate with urgency inquiries that are of a serious nature
• Build quality, long-term relationships with clients and business partners that lead toward effective collaboration and seamless service
• Meet or exceed departmental call metric objectives and service level standards
• Perform any additional tasks or responsibilities as assigned.

Qualifications (Knowledge, Skills, and Abilities):

• Minimum of 1 year of customer service or call center experience required
• Bilingual (Spanish) is required
• Ability to meet or exceed departmental call metric objectives and service level standards
• Ability to continually grow from experience, adapt to new situations, and quickly learn new policies and programs
• Proven success demonstrating empathy, active-listening, and problem-solving skills
• Ability to navigate through multiple systems simultaneously and use them for communicating, gathering, and recording information (e.g., MS Teams, MS Outlook, MS OneNote, MS Word, MS Excel, etc.)
• Desire to work with a supportive and collaborative team with a commitment to results in a fast-paced, dynamic and relationship-based environment
• Ability to identify process improvement opportunities and share them with leadership
• Strong work ethic with a high level of integrity, responsiveness, and ownership to build trust with our clients and colleagues
• Receptive and responsive to feedback/coaching with the ability to implement agreed upon action steps that lead toward ongoing skill development and performance

Our commitment to an inclusive workplace:

HCM Unlocked is an Equal Opportunity Employer and committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodation is available for applicants with disabilities.

HCM Unlocked participates in the E-Verify Employment Verification Program.