Visium Resources has been asked to identify qualified candidates for this Human Resources Customer Service position. This position is a Temp to Perm opportunity which is expected to be on-site in Altamonte Springs, FL for a duration of 3 months+ to Direct.

The Human Resources (HR) Customer Service Representative is the first point of contact for employees calling into the Employee Contact Center with HR-related questions or issues. The HR Customer Service Representative is charged with quickly analyzing the information from the employee and through system resources to accurately and efficiently provide direction or resolution to the employee or engage appropriate escalation resources for assistance. Specializing in various areas of HR support, such as payroll, benefits, and employee data management, the HR Customer Service Representative will evaluate and resolve issues of moderate complexity and exhibit the highest level of confidentiality. The HR Customer Service Representative is expected to utilize system tools to maximize efficiency and accuracy and follow established protocol to maintain effective and professional documentation of inquiries and resolutions.

• Support and demonstrate the customer service expectations and achieve relevant performance metrics
• Demonstrate ownership and positive influence over self and team engagement
• Serve as subject matter expert for employee and manager inquiries for assigned functional area
• Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
• Apply documented procedures, policies, and practices to accurately research and respond to calls/cases received
• Utilize sound judgement to make appropriate determinations on resolutions needed
• Utilize tools and resources to perform responsibilities accurately and efficiently
• Escalate requests/issues outside of process or scope for role to HR Specialist and/or Supervisor
• Maintain appropriate documentation in case notes on discussions completed
• Maintain understanding and knowledge of organization HR policies related to functional area
• Maintain current knowledge of federal, state, and local employment law related to functional area
• Document transaction and case status to properly indicate stage of completion
• Produce and maintain functional records and reports
• Meet professional obligations through efficient work habits such as honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner
• Demonstrate patience and ability to remain calm under stressful situations
• De-escalate situations through the use of effective communication techniques and involve supervisor as necessary
• Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality

Required:

• Two years of experience in a Contact Center or Human Resources team environment
• Web navigational & computer skills
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Ability to work in a fast-paced environment and easily adapt to fluctuating workloads and customer needs
• Knowledge and understanding of functional area of support, including common state and federal regulations
• Ability to research and analyze information and make sound decisions
• Skilled in understanding and applying applicable rules, regulations, policies, and procedures
• Superior written and verbal communication skills
• Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints
• Ability to collaborate and work with a diverse group of people to meet goals and objectives
• Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines
• Ability to type 50 or more words per minute with excellent spelling, punctuation, and grammar

Education Required:

• Bachelor's degree or associate degree +2 years' experience

Preferred:

• Knowledge of Human Capital Management and/or Customer Relationship Management (CRM) software (PeopleSoft preferred)
• Experience in a shared services model supporting a large employer
• Applicable certification preferred, such as PHR, SHRM-CP, or other industry-specific certification