Call Center Rep III

Job Details

Call Center Rep III

Irving, Texas




Job Description

  • Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)
  • Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion
  • Partners with Leads, Managers, Payroll, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner
  • Document customer issues, research, and actions taken into the case management system
  • Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc.
  • Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail

Basic Qualifications:

  • High School diploma with at least 4 years additional education and/or experience
  • Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs
  • Previous experience interacting with customers in a service environment required
  • Proven customer service, problem solving and technology skills
  • Proficient in MS Office applications Word, Excel, PowerPoint
  • Ability to type a minimum of 45 wpm

Preferred Qualifications:

  • Previous call center experience
  • Experience using ACD or telephony systems
  • Experience using case management systems
  • Understanding of databases and/or reference systems
  • Working knowledge of PeopleSoft
  • Communicate clearly and effectively (written and verbal)
  • Effective listening and reading comprehension skills
  • Knowledge of Human Resources and/or Shared Services practices
  • General knowledge of LOA (Leave of Absence)
  • General knowledge of Payroll and Timekeeping
  • General knowledge of Travel Services and Travel concepts

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