Customer Care Representative 1
Johnson Service Group
Atlanta, GA
JOB DETAILS
LOCATION
Atlanta, GA
POSTED
30+ days ago
GENERAL JOB DESCRIPTION
- Manages large volume of incoming phone calls.
- Identify and assess customers' needs to achieve satisfaction.
- Builds sustainable relationships and trust with customers through open and interactive communication.
- Provides accurate, valid, and complete customer information.
- Manages customer complaints.
- Provides appropriate solutions and alternatives.
- Follows up ensure resolution.
- Keep records of customer interactions.
- Follows communication procedures, guidelines and policies
DETAILED DESCRIPTION
- The HR Service Center delivers a wide range of transactional and administrative HR services for executives, managers, employees, retirees, and vendors.
- HR Specialists collaborate closely to research, resolve, and respond to inquiries received through multiple channels, including phone, email, chat, mail, and fax.
- Core responsibilities include health and welfare benefits support, policy interpretation, HR technology assistance, HR transaction processing in Oracle Human Capital Management (HCM), tuition reimbursement administration, employee learning support, personnel file management, and responding to legal document requests.
JOB REQUIREMENTS
- Successful completion of aptitude test
- Bachelor's Degree preferred
- Experience in a call center or service center environment
- Proficiency in HR systems and software (Oracle HCM, Case Management System, Microsoft Office)
- Strong organizational skills with exceptional attention to detail and the ability to work effectively in high-pressure environments
- Excellent interpersonal and communication skills, with the ability to convey information clearly, persuasively and professionally
- Ability to quickly build credibility and trust with customers, partners and peers
- Capability to manage multiple high-profile initiatives simultaneously while maintaining professionalism and meeting deadlines
- Ability to balance and prioritize complex and varied work without compromising quality
- Capacity to perform routine, repetitive tasks while maintaining a high standard of work
- Demonstrated success working collaboratively in a team environment
- Excellent phone etiquette
JOB RESPONSIBILITIES
- Interpret and respond to inbound customer inquiries by researching multiple data sources and determining the appropriate resolution
- Complete requests in various HR systems, document cases in the Case Management System. and retrieve information from multiple repositories
- Process HR transactions in Oracle HCM, including hires, rehires, promotions, transfers (domestic and global), tuition reimbursement, education acceptance, and training updates.
- Run standard and ad hoc Oracle HCM reports as requested
- Provide employee advocacy and guidance regarding company-sponsored benefit plans
- Research, analyze, and resolve data discrepancies and apply corrections as needed
- Administer the tuition reimbursement program, including processing, reporting and responding to related inquiries
- Investigate and resolve time-off issues, including escalation support and adjustments to absence balances
- Administer the Learning Source training platform, including course setup, curriculum updates, notifications, data corrections, and troubleshooting
- Respond to subpoenas and internal requests for employee information or documentation
- Appropriately interpret FMLA and ADA requirements as they apply to employee leaves and accommodations
- Support special initiatives such as career transition programs, organizational redesign, personnel movement across subsidiaries, and large-scale implementations
- Provide feedback to Corporate HR teams to enhance policy, program and service design
- Perform non-phone administrative duties such as data entry, reconciliation and correspondence processing
- Research and respond to inquiries regarding health and welfare, pension savings plans and supplemental benefit programs
- Provide benefits interpretation to employees, managers and HR business partners
- Understand and apply benefit-related policies, including ERISA, FMLA, COBRA, ESP and others
This position may require some bending, lifting, climbing, prolonged sitting, prolonged walking, walking on gravel or crawling when necessary.
JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. #D650
About the Company
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