HR Service Center Rep I

Description: Summary
Serves as first point of contact for all inbound inquiries received by telephone, electronically and in writing
pertaining to benefits, employment policies and procedures, employee relations issues, recruitment,
learning and development and performance management. Provides assistance for all Tier 1 questions
and issues, using a knowledgebase of information and established processes and protocols to respond to
inquiries. Escalates more complex issues as appropriate and maintains records of all interactions.
Duties and Responsibilities

" Handles high volume of incoming calls in a call center environment
" Evaluates and responds to employee inquires via phone, fax and email and provides
appropriate and timely responses through use of a knowledgebase and in accordance with
Service Level Agreement
" Reviews and interprets employee data to resolve issues
" Demonstrates sensitivity and respect at all times when dealing with others
" Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as
appropriate
" Creates and maintains detailed, complete and accurate records of all interactions in Case
Management System
" Follows prescribed protocols for problem resolution
" Provides education and guidance to callers about available tools and resources
" Enters, scans and retrieves employee data in HRIS per established guidelines and
authorization processes while ensuring accuracy of information
" Maintains confidential centralized employee files
" Maintains privacy and confidentiality of information, protects the assets of the Company,
reports non-compliance and adheres to all applicable federal, state and local laws and
regulations, and company policies and procedures
" Provides callers with excellent, efficient and courteous service
" Performs other duties as assigned or requested

Required Work Experience:
1 - 2 years of experience in human resources administration and/or a call center environment required

Knowledge:
" Familiarity with and ability to adhere to standard call center metrics, including Call Volume,
Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality
" Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as
Business Objects)

Skills:
" Excellent customer service skills
" Excellent interpersonal, verbal and written communication skills
" Excellent attention to detail, problem solving, organization and prioritization skills
" Ability to follow specific, detailed instructions, resolve routine problems and perform basic
interpretation utilizing published information and tools
" Ability to prioritize, problem solve and apply critical thinking skills
" Ability to effectively interact with a diverse population at all levels within the organization
" Ability to maintain composure in stressful situations
" Experience with Microsoft Office products (Excel, Word, PowerPoint)
" Ability to type a minimum of 45 words per minute while interacting with customers on the
phone
" Ability to read, write and speak the English language, communicating clearly and effectively
with callers

Required Education
High School Diploma or equivalent REQUIRED
Associates Degree preferred, but not required

Preferred skills:
Transcription
Previous open enrollment support

Custom Fields:
Name: Is this a hospital site that requires additional credentialing?
Value: No

Name: GLBU-SiteCode
Value: 00100-GSQ:Quest-4151C E Fowler Avenue

Name: Federal Contract Work in Lab
Value: No

Name: Is Covid Vaccination Required?
Value: No

Name: GL Account
Value: 551100|Temp Labor: Agency Non-Taxa (Contingent, All but PA and CT Locations)

Name: Time Zone
Value: Monday-Friday 9:30am - 6:00pm

Name: Reporting Business Unit (RBU)
Value: 00100:Quest Diagnostics Corporate

Name: CapEX
Value: None

Name: Justification for Temp
Value: add to head count

Name: Line of Business (LOB)
Value: 100:Corporate

Name: State of Credentials/Licenses Required
Value: not applicable

Name: Is Position Eligible for Remote Work?
Value: No