Category: Managed HR Services
Job Title: HR Call Center Representative (Bilingual, English/Spanish)
This is a great entry-level, experience building opportunity for someone looking to break into the Human Resources Industry.
About BeyondPay
Successful businesses rely on exceptional people. HR uniquely takes ownership to recruit, develop and nurture these exceptional people. BeyondPay provides technology and services centered around helping companies with their exceptional people.
BeyondPay is looking for enthusiastic and passionate HR Professionals that have a strong desire to help companies manage their HR technology and processes. With BeyondPay, our clients will actually use their HR and utilize it well!
We try to avoid elitist HR Theory and Consulting and excessively expensive HR Strategy in favor of prioritizing practical HR improvements and services that fit best with each business. We also are strong proponents of automating administrative HR functions and making HR an efficient, well-oiled machine!
BeyondPay takes the approach of centering Managed HR services around the Kronos Workforce Ready technology.
The Position
A part of our Managed HR Call Center services, employees of our clients will call and email us, and we are responsible for understanding what they need help with, logging the issue, triage, and either resolving the issue or forwarding the issue to a Tier 2 team. Primarily, you will assist users resetting passwords, logging into the application, helping navigate the system, and inquiries around employees' benefits, pay stubs, time off requests, and other HR related questions.
We will also assist with various data entry and report gathering centered around deductions, garnishments, verification of employement requests, and unemployment claims.
Job Responsibilities
- Process inbound Tier 1 HR Service Center (Support interactions from employees via both phone and email to include general inquiries, feedback or notification of incidents using call scripts and knowledge base to provide appropriate responses
- Use computerized system for tracking, information gathering, and/or troubleshooting
- Respond to inquiries and resolve problems of basic to moderate complexity
- Document issues and identify appropriate actions to resolve inquiries regarding processes managed by BeyondPay
- Actively redirect employees to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal
- Perform proactive outbound follow-up communications, as necessary
- Execute tasks in accordance with standard operating procedures, including data-entry transactions in HRIS systems
Job Requirements
- High School Diploma or equivalent; Associate’s Degree or related specialized courses preferred
- Computer and web browsing proficiency and experience with Word, Excel or G Suite.
- Demonstrated customer service orientation
- Experience using a case management system and knowledge portal and navigating a Human Resource Information System
- Ability to resolve routine problems and questions independently
- Ability to pay close attention to details and use time effectively
- Excellent oral and written communication skills with the ability to independently compose routine written communications
- Ability to work in a fast-paced team environment
- Multi-tasking capabilities to manage several caseloads
- Fluency in English and Spanish required.
Preferred Qualifications:
- Experience working in a Software and/or service company environment.
- Experience working in a call center environment.
- 1 to 2 years related experience in a Customer Service or Shared Services environment
- Human Resources contact center experience desirable