Job Description

Chipton-Ross is seeking a Call Center Representative for a 12-month contract opportunity in Irving, TX. This position is 100% onsite.

KEY RESPONSIBILITIES:

·         Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)

·         Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.

·         Partners with Leads, Managers, Payroll, Travel, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner.

·         Document customer issues, research, and actions taken into the case management system 

·         Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc.

·         Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail.

·         Perform other duties as required.

·         Solve problems by utilizing training, knowledge, tools and analytical skills while on call or processing a case

·         Demonstrate the ability to translate complex information into a logical, concise presentation (written and verbal)

·         Strong attention to details - driven to prevent errors and solving problems

·         Able to grasp complex information quickly and probe effectively where additional information is required

·         Demonstrate excellence in organizational and time management skills Ability to interact with a variety of customers, partners, vendors, management and employees

·         Ability to work in a high pressure environment with minimal supervision

·         Accurate and complete documentation skills utilizing case management systems and Microsoft products

·         Able to create, review, and/or update desktop procedures, process flows, or knowledgebase documentation in MS Office, such as Word, Visio, Excel.

REQUIRED EXPERIENCE:

·         Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs

·         Previous experience interacting with customers in a service environment required.

·         Experience in a call center and following a structured phone schedule.

·         Ability to maintain confidentiality of information

·         Confident phone presence and exceptional customer service skills are required

·         Prior experience using a case management system

·         Strong customer service, problem solving and technology skills.

·         Proficient in MS Office applications - Word, Excel, PowerPoint

·         Communicate clearly and effectively (written and verbal)

·         Effective listening and reading comprehension skills

PREFERRED EXPERIENCE:

·         Understanding of databases and/or reference systems such as knowledge base.

·         Knowledge of or experience with Service Now and Workday tools.

·         Knowledge of Human Resources and/or Shared Services practices

·         General knowledge of Payroll and Timekeeping

·         General knowledge of Travel Services and Travel concepts

EDUCATION:

·         High school diploma or equivalent required and 4 years of related education/experience School must be accredited.

HOURS: 5/40 workweek.

Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.

Company Description

Chipton Ross, a leader in staffing Technical Engineering, Information Technology (IT), Industrial, Professional, and Administrative career opportunities throughout the United States. (Now offering a Logistics Recruiting Division.) Visit our web site @ http://www.chiptonross.com/ to get details on over 2500 job openings in 28 states.