Customer Service Representative

Job Title: Human Resources (HR) Coordinator
Duration: 3+Months
Location:3310 Fields South Dr, Champaign, IL 61822, USA

Job Summary:
This position acts as the first point of contact within the HR department for issues and requests from current employees, former employees, and leaders; using customer service skillsets to provide sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment and initiative; collaborating with various departments to resolve human resource concerns; provides a positive experience to our customer base while resolving cases in the areas of benefits, talent acquisition, talent development, and other employment-related areas.

Essential Functions
-First point of person-to-person contact for answering questions about HR programs, services, processes and tools.
-Answers routine HR policy and process inquiries for HR department scope of services.
-Utilizes a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).
-Provides support for entry tier level inquiries; escalates to appropriate tier as needed, following up to ensure customer needs are effectively and efficiently addressed in a timely manner.
-Manages ticket closure within established service line agreements (SLA).
-Works to achieve established service center metrics and goals.
-Provides a positive customer experience while addressing HR inquiries, issues and requests.
-Builds and maintains productive working relationships across HR Centers of Excellence while resolving customer issues, creating and updating procedures and processes, resulting in complete documentation for customer issue resolution.
-Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.
-Proactively identifies root causes and recommends solutions to reduce customer case volumes.
-Regularly reviews knowledge base resources and updates to ensure accuracy.
-Performs all work in accordance with established call/service center processes and procedures.
-Works with and protects sensitive HR data in alignment with established service center processes and standards.
-Promotes and contributes to a positive work environment.

Required Skills & Experience:
-Independently able to analyze complex situations and make recommendations for solutions or alternatives.
-Demonstrates high learning agility for technology.
-Ability to work effectively both independently and within a team setting.
-Ability to multi- task and manage competing priorities.
-Demonstrates initiative and willingness to take on new work.
-Possesses good written and oral communication skills and a professional demeanor.
-Ability to write and establish procedures for various processes within the department.
-Able to work in a fast-paced, team oriented, call center environment.
-Proficient in Microsoft Excel and Word applications.

Preferred Skills & Experience:
-Inbound Call Center and/or front-line human resources or employee benefits administration environment; experience utilizing knowledgebase and case management systems, preferred.

Required Education:
-Associate's Degree, or 2+ years of customer service/call center experience.

Tek Ninjas is a leading staffing and workforce solutions company connecting top talent with organizations across Information Technology, Healthcare, Life Sciences, Engineering, and Professional Services. We partner with Fortune 500 companies, healthcare systems, government agencies, and emerging businesses to deliver highly skilled professionals for contract, contract-to-hire, and direct hire opportunities.

At Tek Ninjas, we believe people are the foundation of success. We foster a collaborative, inclusive, and growth-oriented culture where employees are empowered to develop their skills, advance their careers, and make a meaningful impact. Our commitment to innovation, integrity, and excellence drives everything we do, helping both our clients and employees achieve their goals.

Whether you're looking for your next career opportunity or seeking exceptional talent, Tek Ninjas is dedicated to building lasting partnerships and delivering outstanding results.