Customer Service Representative

Kforce has a client in Minneapolis, MN that is seeking a Customer Service Representative.

Summary:

The successful candidate will have experience in a fast-paced customer service or contact center environment, strong HR vocabulary and knowledge, experience navigating HR systems such as Workday, and a passion for helping employees resolve questions and concerns through outstanding customer service.

Responsibilities:

• Respond to inquiries on administrative procedures and practices via multiple channels such as phone, HR employee portal, chat or email
• Utilize HR case management system to document and escalate as needed following the appropriate processes
• Educate employees on HR Services and self-service tools available to them such as the HR portal and other systems as needed
• Research and resolve inquiries within defined service levels; Must be able to work on more than one issue simultaneously and prioritize urgency of requests
• Probe cases to determine root cause of the issue or question in order to provide accurate resolution or diagnose appropriate escalation
• Accurately document inquiries and answers provided
• Utilize multiple online systems and data sources to perform research to ultimately resolve inquiries
• Work independently on most routine tasks
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results
• Understand and utilize HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management
• Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics
• 2-year college or post-secondary course work in related field or applicable work experience
• Strong PC skills, preferred experience working in Workday
• Established vocabulary of general HR terminology (recruitment, payroll, benefits)
• Strong verbal and written communication skills
• Excellent interpersonal skills with and a customer service approach to problem solving
• Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information
• Agility & Innovation: Adapt quickly to changing priorities; Create new and better ways for the organization to be successful
• Collaboration: Build partnerships and promote a culture of teamwork

Preferred Qualifications:

• Bachelor's degree
• 3 years of Customer Service experience
• Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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