Call Center Customer Service Representative - Oak Brook, IL
21 hours ago
Job description
Job Title:
Call Center Customer Service Representative
Job Type:
Contract / Full-Time (as applicable)
Work Environment:
Office-based with occasional travel
Position Overview
The Call Center Customer Service Representative serves as the frontline support for People & Culture (Human Resources), delivering timely, accurate, and high-quality assistance to team members and leaders. This role focuses on creating a positive service experience by offering guidance on policies, tools, and HR processes while resolving inquiries efficiently and escalating complex issues when necessary.
The ideal candidate is service-driven, detail-oriented, and skilled at communicating clearly with diverse stakeholders in a fast-paced environment.
Key Responsibilities
- Provide exceptional customer service by addressing HR-related inquiries with patience, professionalism, and a solutions-focused mindset.
- Utilize policies, procedures, ERP systems, and reference materials to resolve teammate and manager inquiries promptly.
- Respond to escalated inquiries received via phone, email, or web platforms using available tools and resources.
- Resolve issues at first contact whenever possible and escalate complex matters to the appropriate teams.
- Document all interactions in a case management system and ensure resolution within established service level agreements (SLAs).
- Collaborate with People Operations Specialists, Centers of Excellence (COE), and HRIS teams to meet service expectations.
- Clearly explain processes in a simple, understandable manner and maintain consistent communication with stakeholders.
- Adhere to established procedures while maintaining accuracy, quality, and compliance in case handling.
- Meet or exceed performance metrics, quality standards, and teammate satisfaction scores.
- Build trust with diverse audiences—including leaders, physicians, and colleagues—through tailored, professional communication.
- Identify root causes of issues and recommend process improvements to enhance service delivery.
Required Qualifications
- Bachelor's Degree in Human Resources, Business, or a related field (or equivalent experience).
- Typically requires
1+ year of HR experience
or
5+ years of customer service experience
. - Strong understanding of HR functions and service center operations.
- Excellent problem-solving skills with the ability to recognize when escalation is needed.
- Proficiency with Microsoft Office, human capital management systems, case management, and knowledge tools.
- Highly detail-oriented with the ability to multitask and collaborate effectively in a fast-paced setting.
Preferred Skills
- Passion for delivering exceptional service and improving customer experiences.
- Strong active listening and communication skills.
- Ability to identify process gaps and implement improvements.
- Consistent track record of meeting performance and quality metrics.
Work Environment & Physical Requirements
- Exposure to a standard office environment.
- Requires occasional travel, with potential exposure to road and weather conditions.
- Must be able to operate standard office equipment necessary to perform job duties.
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