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HR Service Center Rep I (Hybrid)

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Quest Diagnostics

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • Tampa

AI generated summary

  • You need 1-2 years in HR admin or call center, HRIS experience, strong customer service skills, attention to detail, and proficiency in Microsoft Office. Associates degree preferred.
  • You will handle high call volumes, respond to employee inquiries, maintain records, ensure data accuracy, provide guidance, and uphold confidentiality while delivering excellent service.

Requirements

  • 1 - 2 years of experience in human resources administration and/or a call center environment required
  • Familiarity with and ability to adhere to standard call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality
  • Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)
  • Excellent customer service skills
  • Excellent interpersonal, verbal and written communication skills
  • Excellent attention to detail, problem solving, organization and prioritization skills
  • Ability to follow specific, detailed instructions, resolve routine problems and perform basic interpretation utilizing published information and tools
  • Ability to prioritize, problem solve and apply critical thinking skills
  • Ability to effectively interact with a diverse population at all levels within the organization
  • Ability to maintain composure in stressful situations
  • Experience with Microsoft Office products (Excel, Word, PowerPoint)
  • Ability to type a minimum of 45 words per minute while interacting with customers on the phone
  • Ability to read, write and speak the English language, communicating clearly and effectively with callers
  • Associates Degree
  • High School Diploma or Equivalent (Required)

Responsibilities

  • Handles high volume of incoming calls in a call center environment
  • Evaluates and responds to employee inquires via phone, fax and email and provides appropriate and timely responses through use of a knowledgebase and in accordance with Service Level Agreement
  • Reviews and interprets employee data to resolve issues
  • Demonstrates sensitivity and respect at all times when dealing with others
  • Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate
  • Creates and maintains detailed, complete and accurate records of all interactions in Case Management System
  • Follows prescribed protocols for problem resolution
  • Provides education and guidance to callers about available tools and resources
  • Enters, scans and retrieves employee data in HRIS per established guidelines and authorization processes while ensuring accuracy of information
  • Maintains confidential centralized employee files
  • Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
  • Provides callers with excellent, efficient and courteous service
  • Performs other duties as assigned or requested

FAQs

What is the primary role of an HR Service Center Rep I?

The primary role is to serve as the first point of contact for inbound inquiries regarding benefits, employment policies, employee relations issues, recruitment, learning and development, and performance management.

What kind of inquiries will I be handling?

You will handle inquiries related to benefits, employment policies and procedures, employee relations issues, recruitment, learning and development, and performance management.

What skills are important for this position?

Important skills include excellent customer service, strong interpersonal and communication skills, attention to detail, problem-solving abilities, organizational skills, and proficiency in Microsoft Office products.

Is previous experience required for this role?

Yes, 1-2 years of experience in human resources administration and/or a call center environment is required.

What educational qualifications are necessary for this role?

An Associate's Degree is preferred, but a High School Diploma or equivalent is required.

How do I handle complex inquiries that I cannot resolve?

You should escalate complex issues to a Tier 2 Service Center Representative or Supervisor as appropriate.

What tools will I use to manage inquiries?

You will use a knowledgebase, Case Management System, and Human Resource Information Systems (HRIS) to manage inquiries and data.

What is the expected call handling volume in this role?

You will be handling a high volume of incoming calls in a call center environment.

How do you ensure privacy and confidentiality in this position?

You are expected to maintain confidentiality, protect company assets, report non-compliance, and adhere to all applicable laws and company policies.

What will my responsibilities include besides answering calls?

Responsibilities include maintaining records of interactions, providing education and guidance to callers, entering and retrieving employee data, and performing other assigned duties.

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Quest Diagnostics

Working together to create a healthier world, one life at a time.

Science & Healthcare
Industry
10,001+
Employees
1967
Founded Year

Mission & Purpose

Quest Diagnostics (NYSE: DGX) empowers people to take action to improve health outcomes. Derived from the world's largest database of clinical lab results, our diagnostic insights reveal new avenues to identify and treat disease, inspire healthy behaviors and improve health care management. Quest annually serves one in three adult Americans and half the physicians and hospitals in the United States, and our 47,000 employees understand that, in the right hands and with the right context, our diagnostic insights can inspire actions that transform lives. The company offers physicians the broadest test menu (3,000+ tests), is a pioneer in developing innovative new tests, is the leader in cancer diagnostics, provides anatomic pathology (AP) services, & interpretive consultation through its medical & scientific staff of about 900 M.D.s & Ph.D.s. The company reported 2020 revenues of $9.44 billion. Quest Diagnostics offers the most extensive clinical testing network in the U.S., with laboratories in most major metropolitan areas, & in Mexico, the UK & India. The company also operates four esoteric laboratories, 40 outpatient AP laboratories, & 160 smaller, rapid-response laboratories. Patients may have specimens collected in any of the company’s approximately 2,250 patient service centers. On a typical workday, testing is performed for about 550,000 patients. Quest Diagnostics empowers healthcare organizations & clinicians with state-of-the-art connectivity solutions. The company is the leading provider of pre-employment drugs-of-abuse screening for employers & risk assessment services for the life insurance industry. It is the world’s 2nd largest provider of clinical trials testing for new pharmaceuticals.