Part-time Human Resource Customer Service Specialist

City of Memphis•Memphis, TN

4d•$17

About The Position

Works under the supervision of the HR Customer Service Supervisor to provide “Best in Class Customer Service” on each call, with the goal of resolving the customer’s question on the initial call. Provides active and retired employees (customers) with specific information regarding benefits, retirement, wellness, leave of absences, timekeeping (including work and leave hours), and other Human Resources (HR) related inquiries and places the customer’s requests in the Customer Relationship Management system (C.R.M.) to deal with the specific inquiry/concern. Accesses employee (active and retired) data in Oracle and UKG to retrieve specific information to assist customers with their inquiry. Receives inquiries and complaints from customers by phone, internet, and/or written correspondence. Determines nature, location, and duration of the complaint with tact, courtesy, and patience occasionally requiring communicating with irate customers. Provides a timely follow-up with customers on response and/or action that is being taken or escalates by referring to appropriate HR team member with expertise and knowledge to handle the inquiry/complaint. Receives and processes benefits from active and retired employees during Open Enrollment and places request in the CRM system. Maintains and utilizes reference information on current processes and plans. Occasionally participates in community events and outreach programs as needed. Performs office administrative support functions, such as preparing, maintaining, and distributing reports, files, and other related documentation.

Responsibilities

Provide “Best in Class Customer Service” on each call, with the goal of resolving the customer’s question on the initial call.
Provide active and retired employees (customers) with specific information regarding benefits, retirement, wellness, leave of absences, timekeeping (including work and leave hours), and other Human Resources (HR) related inquiries
Place customer’s requests in the Customer Relationship Management system (C.R.M.) to deal with the specific inquiry/concern.
Access employee (active and retired) data in Oracle and UKG to retrieve specific information to assist customers with their inquiry.
Receive inquiries and complaints from customers by phone, internet, and/or written correspondence.
Determine nature, location, and duration of the complaint with tact, courtesy, and patience occasionally requiring communicating with irate customers.
Provide a timely follow-up with customers on response and/or action that is being taken or escalates by referring to appropriate HR team member with expertise and knowledge to handle the inquiry/complaint.
Receive and process benefits from active and retired employees during Open Enrollment and places request in the CRM system.
Maintain and utilize reference information on current processes and plans.
Occasionally participate in community events and outreach programs as needed.
Perform office administrative support functions, such as preparing, maintaining, and distributing reports, files, and other related documentation.