Job DescriptionJob Description
Job Description:
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.
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
Qualifications:
High School Diploma or equivalent required
Associates Degree preferred, but not required
1 - 2 years of experience in human resources administration and/or a call center environment required
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)
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
Transcription
Previous open enrollment support
Shift/Time Zone: Monday-Friday 9:30am - 6:00pm
Benefits:
Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.
Synectics is an equal opportunity employer.
Company DescriptionSynectics is a leading staffing and workforce solutions company dedicated to connecting exceptional talent with top organizations. We specialize in IT, engineering, finance, healthcare, and professional services recruitment, offering both contract and permanent staffing solutions. With a people-first approach, we focus on understanding the unique needs of our clients and candidates to create long-term, successful matches. Our mission is to empower businesses with the right talent while helping professionals achieve rewarding career opportunitiesCompany DescriptionSynectics is a leading staffing and workforce solutions company dedicated to connecting exceptional talent with top organizations. We specialize in IT, engineering, finance, healthcare, and professional services recruitment, offering both contract and permanent staffing solutions. With a people-first approach, we focus on understanding the unique needs of our clients and candidates to create long-term, successful matches. Our mission is to empower businesses with the right talent while helping professionals achieve rewarding career opportunities
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