Associate Service Center Administrator- #26-22124

Duration: 3 months(Temp to Perm)
Schedule: Monday through Friday, 8:05 AM to 4:35 PM, with an optional remote workday on Fridays.

Position Summary:
Act as a first point of contact for all associate HR-related phone or self-ticketing inquiries while maintaining a high degree of confidentiality. Record all interactions in the case management system, resolve, record resolution, and close case. Forward all interactions requiring research or more in-depth analysis/response to subject matter experts. Use all navigational tools provided to find answers and inform Supervisor of missing, inaccurate or confusing documentation. Work toward continuous improvement and skills building.

Roles and Responsibilities:

• Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
• Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
• Recognize when escalation to a subject matter expert or to the Supervisor is necessary
• Record the details of each call or self-ticket. Maintain confidentiality of all information.
• Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
• Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
• Participate in ongoing training to improve expertise, customer service skills and productivity

• High school diploma and 2-3 years’ experience working in an office environment
• Experience in delivery of customer service
• Experience in HR and payroll processes and procedures
• Experience in a customer service call center preferably
• Intermediate MS Office skills
• Excellent listening and telephone skills
• Ability to ask relevant questions, clarify incomplete information and summarize key points
• Good data entry skills with a high attention to detail to provide accurate information
• Able to manage multiple priorities on an ongoing basis

• Collaborative Partnerships - Works collaboratively across the organization
• Consultation - Easily produces innovative concepts by linking a group of ideas together
• Culture Alignment - Enables others to achieve positive change and common goals
• Internal and External Communications and Documentation - Communicates complex technical and functional information in an understandable way
• Labor Relations - Applies knowledge of Union/Non-Union requirements to maintain a good working relationship
• Systems and Technology - Recommends enhancements to systems and software to meet business needs

• Analysis and Insights - Accesses general team member information & uses in day-to-day work
• Critical Evaluation -Accesses relevant information and uses in day-to-day work
• Regulatory Awareness and Compliance - Follows basic legal, regulatory and internal guidelines

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
IND01
#ZR