Summary Job Description
This position reports to the Employee Services Supervisor. The Tier 1 Customer Service Representative role is part of the HR Operations team.
It is imperative that the Tier 1 Customer Service Representative projects a professional image through their telephone and writing skills.
The Tier 1 Customer Service Representative is also responsible for providing a superlative experience and ensuring that all SLAs are consistently met.
Working in a team environment, the Tier 1 Customer Service Representative is charged with fielding all requests received by the ESC, regardless of their source, creating a new case or updating an existing case for each request in the case management system, and dispatching all cases that are not deemed Tier 1 responsibility to the appropriate resolution group within the ESC.
Primary Duties / Responsibilities
- Provide an excellent experience to our customers.
- Handle incoming calls in a fast-paced environment.
- As the first response, handle all incoming correspondence (incoming via phone, email, and chat), from internal and external customers.
- Gather necessary information from customers to sufficiently document in the case management system with detailed notes to make the resolution process as efficient as possible.
- Ability to identify HR documents submitted to ESC via fax or mail
- Identify trends in internal and external calls and report to supervisor
- Strict follow-through of protocols and complete focus on resolving the customer’s concerns.
- Collaborate across the company as needed to resolve requests / issues.
- Identify and coach customers on requests that could be addressed with self-service and / or resources
- Recommend process improvements.
- Special projects as assigned.
Qualifications
- Positive Customer Service skills
- Customer-focused
- Dependable
- Team Player
- Able to operate well under tight pressure
- Good computer skills
- Experience supporting technical products & services
- Ability to handle high call volume and case management
- Experience using multiple systems (case management system, call tracking, and system of records). Navigating, permissions, and basic utilization.
- Good knowledge of computer networking.
GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic.
GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
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