HR Customer Service Rep I #65542
The HR Customer Service Representative 1 (CSR1) serves as the primary HR Service Center contact to Northern Light Health employees, supporting HR related information that include benefits, leaves, retirement, and policies, as well as handling various HR administrative functions. CSR1s will use a variety of tools to handle multiple tasks in a fast paced environment. Accuracy and quality of work are critical to this role while being flexible to handling changing priorities based on business and employee needs. A successful CSR1 demonstrates collaborative problem solving and delivers high quality, reliable service.
Job Functions and Duties:
•Answer phone calls in call center environment – respond to voicemails
•Respond to emails
•Handle Faxes (electronic): rename, place in folders on W: drive, and attach in Salesforce.
•Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
•Provide verbal basic verification of employment information
•Resolve customers' complaints by performing activities such as providing education and available resources, assisting with online tool use and troubleshooting, or referring to appropriate department
•Assign cases to specific departments or subject matter experts
•Handle Smart Note notifications
•Work benefit reports (Newly Benefit Eligible, Not Yet Enrolled, New Born)
•Handle incoming and outgoing mail – includes scanning returned documents, placing them into W: folders, and attaching to Salesforce cases.
•Print and mail leave packets
•Print and mail SPDs
•Assist with employee walk-ins
Education and Experience:
•High School Diploma required; Associates degree preferred
•At least two (2)years' of call center or direct customer service required.
•HR experience preferred