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Description
Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!
The following duties include:
Answer and respond to incoming calls from employees and former employees. Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner.
Perform, track and log all transactions performed related to Human Resources and Benefits processes potentially across multiple clients.
Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
Proactively identify potential issues and recurring problems and provide Technical Analyst and Team Manager mitigation suggestions.
Understand, apply and communicate conceptual elements of Benefits and Human Resources rules, regulations and proactively help other team members.
Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility to support peak volume events throughout the year.
Attend all departmental meetings and training classes.
Receive little instruction on daily work, general instructions on newly introduced assignments.
All other duties as assigned.
Minimum experience, skills, and academic background necessary to perform the position:
Proven ability to work independently in a team setting using established processes. Minimal instructions on new assignments. Emerges as an informal leader and coach for their peer group, and often serves as a backup for the Technical Assistant when out of the office.
Excellent written and verbal communication skills with an emphasis on customer service.
Exhibit competency in business writing.
Ability to handle multiple tasks and prioritize while working in fast paced call center environment.
Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience.
Ability to maintain the appropriate level of process knowledge to assist callers and prevent escalations.
Bachelor’s Degree.
Essential experience of a minimum of 2 - 4 years HR and benefits experience.
Customer service experience preferred.
Individuals in this role should expect to be on phones directly interacting with customers 70-80% of the time.
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