Overview

Shift – 10AM -7PM EST
Location – Can be fully remote- IF resource lives in the Charlotte area it is expected that resource will be on site for training.
Summary

HR/Benefit contact center.
Answering incoming phone calls, answering general HR questions. ( payroll, health and benefit questions, retirement benefits, pension benefits)
Each resource will be specifically assigned to certain types of HR questions.
2 positions will be Health and Welfare/401k/Leaves questions
1 position will be Pension/Retirement questions

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Education/Experience:

High School Diploma or GED required; Bachelor’s degree in Human Resources or related discipline preferred.
2 years customer service related experience is preferred.

Skills and Competencies

Verbal and written communication skills
Attention to detail.
Customer service and interpersonal skills.
Ability to work independently and manage one’s time.
Ability to accurately document and record customer/client information.
Previous experience with computer applications, such as Microsoft Word and Excel.
Needs to type generally fast ( 40 words per min)
Should be able to be cross functional between different systems.

Major Job Duties and Responsibilities:

Answering phones
Answering emails
Phone coverage- 10AM -7PM EST
Case creation and escalating to tier 2 for escalation

Relevant systems include

Peoplesoft, Service Now, and InContact Phone System.
No experience required
Training will be provided on all systems.

Expectations

Expected to be logged into phone system for 9 hours a day (10am-7pm), 1 hour lunch at scheduled time.
Training will be provided on call flow/script
Regular call audits will be conducted to review call quality and to insure that accurate information is provided

Top 3 skills

40 words per min
Communication skills-This is a customer facing role. Phone/email etiquette are essential. Positive attitude is a must.
Willingness to jump in and go the extra mile- someone who is driven and will perform well.
Culture- FT employees 5/ Contractors- 10.
All contractors are currently remote.
This group has a team mentality.

Job Type: Contract
Pay: $15.00 – $16.10 per hour
Schedule:

8 hour shift
Monday to Friday

Experience:

Customer Service: 1 year (Required)
Answering phones: 2 years (Required)

Work Location: One location