Customer Experience Professional I (Contract Talent)

Robert Half•Jefferson Township, OH

3d•$21 - $31•Onsite

About The Position

Robert Half is seeking a Customer Experience Professional to be a part of the Customer Experience Department. The department strives to provide high quality and timely support to internal and external customers. Customer Experience personnel typically interact with RHI branch sales personnel, external job candidates, clients, internal departments (e.g. Payroll, Data Entry, etc.) and outside agencies, and handle a variety of service requests that relate to payroll, benefits, employment verification, etc. The Customer Experience department responds to a high volume of telephone, email and written inquiries, all of which require the identification, acknowledgement and analysis of customer needs/problems. The Customer Experience department routinely initiates corrective actions or provides recommendations on how the problem can best be resolved to meet or exceed customer expectations. The accuracy, timeliness and quality of response provided on a daily basis to each customer interaction are critical to Robert Half's success. Inquiries handled by the department can relate to both US and Canadian operations. In performing this function, Customer Experience personnel are responsible for developing and maintaining positive customer relations.

Requirements

High school diploma or equivalent.
3+ years previous customer service experience required.
1+ years call center experience.
Knowledge of Microsoft Office Suite applications, with ability to learn other applications easily.
Exercise of judgment, knowledge/recall, hearing, ability to speak and write clearly, visual ability.
Ability to sit for extended periods of time.
Ability to enter data.
Use of call center telephone/email application or other office equipment.
Ability to demonstrate attendance.
Ability to sequence, follow directions.
Ability to collaborate with team and others to perform work responsibilities.
Ability to meet or exceed all quality standards.

Nice To Haves

Payroll experience a plus.
Knowledge of PeopleSoft or other HR applications preferred.

Responsibilities

Acts as the first point of contact via phone call, email or callback for candidate/Field Offices/Clients on payroll/time entry system, or access issues related to the online time reporting system, compliance requirements, benefits, 401K, sick pay, verification of employment requests, Canadian ROE's & Availability, and tax inquiries/issues. To resolve these issues a detailed understanding of the existing multiple systems and business processes used within the Customer Experience and Payroll Operation departments (PeopleSoft HCM, "Online Time Reporting and Approval" system, Service Cloud, Salesforce, Excel, Word, and Outlook) is necessary in order to be successful in this role.
Resolves issues accurately and timely, by using their diverse knowledge of Field Service Center Departments and Branch functions.
Processes and documents transaction or initiates a form to be resolved by Payroll Operations.
Educates branch offices about timelines, procedures and the cost/benefit of various alternatives.
Educates candidates about the various self-service options via the websites and Interactive Voice Response (IVR).