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    Call Center Service Representative - Irving, United States - Sun Technologies

    Sun Technologies
    Sun Technologies Irving, United States

    4 weeks ago

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    Description

    Job Title : Call Center Service Representative Required Skills : Experience in a call center and following a structured phone schedule. Confident phone presence and exceptional customer service skills are required Location : Irving,Texas **Job Description**

    **Job Responsibilities:**

    Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)

    Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.

    Partners with Leads, Managers, Payroll, Travel, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner.

    Document customer issues, research, and actions taken into the case management system.

    Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc..

    Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail.

    **Basic Qualifications:**

    High school diploma or equivalent required and 4 years of related education/experience

    Previous experience interacting with customers in a service environment required.

    Experience in a call center and following a structured phone schedule.

    Confident phone presence and exceptional customer service skills are required

    Prior experience using a case management system

    Strong customer service, problem solving and technology skills.

    Proficient in MS Office applications Word, Excel, PowerPoint

    **Preferred Qualifications:**

    Understanding of databases and/or reference systems such as knowledge base.

    Knowledge of or experience with Service Now and Workday tools.

    Knowledge of Human Resources and/or Shared Services practices

    General knowledge of Payroll and Timekeeping

    General knowledge of Travel Services and Travel concepts

    Experience : 4 years

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