HR Customer Service Rep

Location: Remote, but must be local for equipment pick up/drop off. AdvenHealth Support Center 893 Hope Way, Altamonte Springs, FL 32714

Hours: depends on availability of open schedules. Schedules varying between 8-5pm, 830-530pm and 9-6pm.

Must have call center experience OR HR experience - both is preferred. The ideal candidates that we are looking for will have either Contact Center experience and/or HR Experience with great communication and listening skills. They must have the ability to multi-task and provide quality service to our employees.

Training: The training schedule will be working with a trainer during scheduled hours. No tardies or absences during training. Training will be completed their first week so they can serve as First Responders to support our call volume for annual enrollment. If bandwidth allows based on volume, we may also pull them offline for additional HR training.

The dress code is business-appropriate when on Teams calls on camera and when in the office.

HR Customer Service Representative
Job Summary
The HR Customer Service Representative serves as the primary point of contact for employees contacting the Employee Contact Center regarding HR-related inquiries. This role is responsible for analyzing employee needs, providing accurate direction or resolution using system resources, and escalating complex issues when necessary. The representative specializes in supporting various HR functions, including payroll, benefits, and employee data management, while maintaining strict confidentiality.

Key Responsibilities
• Customer Support: Act as a subject matter expert for employee and manager inquiries, managing a high volume of inbound calls and cases with exceptional service.
• Problem Resolution: Research and resolve inquiries by applying documented policies, procedures, and sound judgment.
• Escalation: Identify and escalate requests or issues that fall outside of standard processes to HR Specialists or Supervisors.
• Documentation: Maintain detailed case notes and document transaction status to track the stage of completion for all inquiries.
• Compliance & Knowledge: Maintain up-to-date knowledge of organizational HR policies as well as federal, state, and local employment laws.
• Reporting: Produce and maintain functional HR records and reports as required.

Required Qualifications
Education
- High school diploma required; Associates degree preferred
- 2 years of experience in a contact center, HR, or customer service
• Technical Skills:
o Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
o Strong web navigational and computer skills.
o Typing speed of 50+ WPM with high accuracy in grammar and spelling.
• Soft Skills: Superior written and verbal communication, strong organizational skills, and the ability to de-escalate customer complaints.
Preferred Qualifications
• Education: Bachelor's degree.
• Software: Experience with Human Capital Management (HCM) or Customer Relationship Management (CRM) software, specifically PeopleSoft or Workday.
• Experience: Previous experience in a shared services model supporting a large employer.
• Certifications: Professional in Human Resources (PHR) or SHRM Certified Professional (SHRM-CP).
Working Conditions
• Environment: Fast-paced with fluctuating workloads.
• Physical Requirements: Sedentary work.