NEW JOB OPENING
HR CUSTOMER SERVICE REPRESENTATIVE]
IN Torrance, CA, USA!

Required Education:

• High school diploma or equivalent.



Required Qualifications/Skills/Experience:

• Provide accurate and timely responses and resolutions utilizing HRConnect Contact Center procedures, policy manuals, knowledge management system and other reference materials.

• Documents all team member inquiries and their resolutions in the HRConnect Contact Center case management system (ServiceNow).

• Meet and strive to exceed HRConnect Contact Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, caller hold and talk time, first call resolution, high quality and timely live chat interactions and resolutions and proper case documentation.

• Escalates team member inquiries in a timely manner when additional research or analysis is necessary.

• Additional duties or tasks as assigned by management.



Preferred Qualifications/Skills/Experience:

• Experience with ServiceNow strongly preferred.

• Experience with Success Factors preferred.



Job Overview: The HRConnect Contact Center Customer Service Rep (CSR) responds to and resolves HR-related inquiries that come in to the HRConnect Contact Center. This role will accept inquiries via telephone, the HRConnect Live Chat or the HR Connect Portal, and continuously strive to deliver a resolution while providing an excellent associate experience. The CSR is responsible for proactively supporting associates, managers, and leaders efficiently and consistently.



Job Duties:

• Excellent communication skills both verbal and written.

• Demonstrated ability to manage a live chat while maintaining high quality and timely live chat interactions and resolutions.

• Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking systems and Human Resources Information Systems (HRIS).

• Knowledge and understanding of various HR processes.

• Ability to identify unusual calling events or frequent customers issues and work with the HRConnect Contact Center leadership to suggest process, procedure, and training improvement opportunities.

• Ability to identify issues, perform analysis and solve problems based on data or available information.

• Consistently deliver high quality customer service in a professional manner.

• Demonstrated effectiveness when dealing with dissatisfied customers.

• Capabilities to work in a specialized area with a diverse audience.

• Multi-tasking in a fast-paced environment.

• Ability to handle confidential and sensitive information.

• Advanced Microsoft office skills (Word, Excel, and PowerPoint).

• Experience working with Core HRIS systems (i.e. Success Factors, ServiceNow, PeopleSoft, etc.).

• Strong analytical skills.

• Ability to be flexible with working hours and available to cover EST hours on an as-needed basis.



Industry: Automotive industry or Car manufacturing

Estimated Start Date: ASAP

Location: Torrance, CA

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**