Job Summary
Auxis, a Grant Thornton US company, is seeking a detail-oriented and customer-focused Sr. HR Services Analyst to join our dynamic team. In this role, you will be a key player in delivering exceptional business and customer service support to one of our key clients. You will serve as a first point of contact, ensuring timely and effective resolution of inbound inquiries across multiple communication channels, via phone, email, chat, and text.
Responsibilities
- Deliver first-contact resolution.
- Professionally handle high-volume inbound calls in a timely manner.
- Follow specific communication guidelines and escalation protocol while handling calls by topic.
- Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution.
- Seize opportunities to gently educate clients and worksite employees on Client’s offerings and online employee portal functionality.
- Build positive and professional relationships, and further impress customers by going the extra mile.
- Must be able to communicate conversations through note-taking and shorthand.
- Maintain required documentation for client and worksite employee calls within applicable systems.
- Provide executive leadership administrative support as needed.
- Meet all agent KPI’s including call efficiency, quality, quantity, and NPS customer satisfaction scores.
- Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
- Listen carefully to our customers to ensure appropriate responses.
- Comply and adhere to Auxis operational processes and security policies.
- Must attend all customer service and performance-related scheduled meetings as required.
- Perform other related and administrative duties as assigned.
- Must be able to maintain the highest level of confidentiality and handle sensitive material concerning the organization and its clients.
Skills and Experience
- English –Spanish Language (Oral and written 90% or higher) (C1 or above)
- 2-3 years of prior customer service/call center-oriented role required.
- Must work well independently as well as a functional team member.
- Must have a high school diploma.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Excellent computer skills and high proficiency in MS Office Suite are required. Familiarity with HRIS and Ticketing Systems is a plus.
- Experience in one of the following fields is preferred: Human Resources, Benefits, and/or Payroll.
- The Senior HR Services Analyst will adjust their local schedule with resources supporting this position during Daylight Saving Time changes in the USA Central Time Zone.
- The ability to effectively handle multiple assignments is required.
- Excellent verbal and written communication skills, along with demonstrated active listening skills. A genuine interest in working with and helping customers.
- Must possess excellent Communication skills and Involvement.
- Good presentation and a polite, tactful, and friendly character.
- Ability to interact with customers and all levels of internal personnel.
- Attention to detail.
- Project an energetic attitude, warm welcome, and positive image over the phone and similar channels.
- Adhere to attendance and punctuality standards. Work additional hours on an as-needed basis.
- Adapt to change and meet the changing demands of the work environment.
- Working knowledge of all customer service reports and systems
- Organizational, analytical, and problem-solving skills are essential
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