HR Service Center Rep

Pursue Your Purpose

Exceptional care starts with exceptional people. For us, this is more than a job– it's a calling. It's waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way.

This job serves as the first point of contact for the company's Human Resources department and is responsible for logging all incoming inquiries in the case management system and providing accurate information of HR inquiries from company employees, leaders, potential candidates, as well as former employees and retirees. Responsible for utilizing standard scripts, FAQs, policy manuals, HR issue knowledge base, desktop procedures and other reference materials to assist with inquiries.

Assists in the training of new Associates by providing guidance and instruction on applicable software programs and reviewing FAQs. Reviews and oversees the tickets including details of new Associates to ensure accuracy and handles complaints/escalations while reacting effectively and calmly in emergent calls.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. This job description is a summary of the primary duties and responsibilities of the job and position.

It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

Required
- Associates degree

Preferred
- Bachelor's degree

Work Experience

Required – Experience in an HR Call Center environment with demonstrated ability to achieve first call resolution at 80% or above

Experience with HR Call Tracking system and effectively documenting tickets

Knowledge

Skills and Abilities

(KSAs)

• Must have computer skills and dexterity required for data entry and retrieval of information. Must be proficient with Windows-style applications and keyboard.
• Must possess a strong customer service focus, strong interpersonal and listening skills and the ability to deal effectively with dissatisfied customers.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals.
• Good analytical and problem solving skills
• Good organizational skills
• Excellent customer service skills

Job Duties

• Serves as the first point of contact for HR call inquires and written inquires received through e-mail by providing accurate, timely and consistent responses.
• Identifies and troubleshoots problems that need escalation and assists customers with difficult issues by demonstrating emphatic communication and helping de-escalate situations.
• Responds appropriately to customer related inquiries and issues utilizing appropriate reference materials while attempting to resolve the customer's inquiry upon first call/contact. Escalates inquiries, when necessary, to the appropriate team member.
• Documents detailed information including caller, issue and needs of the customer in the HR call tracking system. Ensures data is accurate, identifies and escalates priority issues and routes call to appropriate team/person.
• Achieves first call resolution of 85% or above.
• Assists with training of new Associates by providing guidance and instruction on applicable software programs and reviewing FAQs. Reviews ticket details of new Associates to ensure accuracy and provide…