Call Center Representative - (Healthcare or hospital or Medical center) at Della Infotech

Job Summary:
This position acts as the first point of contact within the HR department for issues and requests from current employees, former employees, and leaders; using customer service skillsets to provide sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment and initiative; collaborating with various departments to resolve human resource concerns; provides a positive experience to our customer base while resolving cases in the areas of benefits, talent acquisition, talent development, and other employment-related areas.

Essential Functions
-First point of person-to-person contact for answering questions about HR programs, services, processes and tools.
-Answers routine HR policy and process inquiries for HR department scope of services.
-Utilizes a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).
-Provides support for entry tier level inquiries; escalates to appropriate tier as needed, following up to ensure customer needs are effectively and efficiently addressed in a timely manner.
-Manages ticket closure within established service line agreements (SLA).
-Works to achieve established service center metrics and goals.
-Provides a positive customer experience while addressing HR inquiries, issues and requests.
-Builds and maintains productive working relationships across HR Centers of Excellence while resolving customer issues, creating and updating procedures and processes, resulting in complete documentation for customer issue resolution.
-Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.
-Proactively identifies root causes and recommends solutions to reduce customer case volumes.
-Regularly reviews knowledge base resources and updates to ensure accuracy.
-Performs all work in accordance with established call/service center processes and procedures.
-Works with and protects sensitive HR data in alignment with established service center processes and standards.
-Promotes and contributes to a positive work environment.

Required Skills & Experience: 
-Independently able to analyze complex situations and make recommendations for solutions or alternatives.  
-Demonstrates high learning agility for technology.   
-Ability to work effectively both independently and within a team setting.  
-Ability to multi- task and manage competing priorities.  
-Demonstrates initiative and willingness to take on new work.  
-Possesses good written and oral communication skills and a professional demeanor. 
-Ability to write and establish procedures for various processes within the department.   
-Able to work in a fast-paced, team oriented, call center environment.  
-Proficient in Microsoft Excel and Word applications.

Preferred Skills & Experience: 
-Inbound Call Center and/or front-line human resources or employee benefits administration environment; experience utilizing knowledgebase and case management systems, preferred.

Required Education: 
-Associate's Degree, or 2+ years of customer service/call center experience