People Service Center Representative

LCMC Health

5d • Onsite

About The Position

This job description is intended to describe the general nature and level of work performed by employees assigned to this department. This is not an exhaustive list of all duties and responsibilities, and LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary. The People Service Center Representative will identify and troubleshoot customer needs while handling different topics and stressful situations professionally, helping to de-escalate situations. They will utilize appropriate scripts and reference materials while attempting to resolve the customer’s inquiry upon first contact. Priority inquiries will be escalated and routed to the appropriate team/team member. The role involves monitoring the success of responses and identifying opportunities to revise training and knowledge base materials. Staying current with HR and LCMC Health information is crucial, as is identifying trends and providing recommendations for quick resolution. The representative will understand and strive to meet or exceed metrics while providing excellent, consistent customer service. Additionally, they will process position management and employee life-cycle transactions and other relevant data/job changes such as hires/rehires, promotions, transfers, compensation changes, and updating personal data. Participation in system testing for updates and business process changes may also be requested.

Requirements

• 1 year of customer service experience with an Associate’s Degree or 3 years of customer service experience with a High School Diploma/equivalent
• Strong customer service focus
• Strong interpersonal, and listening skills.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to deal with dissatisfied customers.
• Work under minimal direction while following standard policies and procedures.
• Excellent time management and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.

Nice To Haves

• Human Resources or Call Center experience preferred
• Associate's Degree

Responsibilities

• Identifies and troubleshoots customer’s needs while handling different topics and stressful situations professionally and helps to de-escalate situations.
• Utilizes appropriate scripts and reference materials while attempting to resolve the customer’s inquiry upon first contact.
• Escalates priority inquiries and routes to the appropriate team/team member.
• Monitors success of response and opportunities to revise training and knowledge base materials.
• Stays current with HR and LCMC Health information.
• Identifies trends and provides recommendations to resolve quickly.
• Understands and strives to meet or exceed metrics while providing excellent, consistent customer service.
• Processes position management and employee life-cycle transactions and other relevant data/job changes such as hires/rehires, promotions, transfers, compensation changes, update personal data, etc.
• Participate in system testing for updates and business process changes as requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED