HR Support Specialist

Randstad North America is looking for a HR Support Specialist, to join our team. The successful candidate will be career minded, highly motivated, and able to multi-task in a fast paced environment. Excellent communication skills and a strong work ethic are essential to the success of this role. We are looking for a candidate who will embrace our company's core values: to know, serve and trust, striving for perfection, and simultaneous promotion of all interests.

DUTIES AND RESPONSIBILITIES:

• Manage large amounts of inbound calls to completion in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our benefit portal and/or call tracking system in a comprehensible way
• Acting as a liaison between insurance carrier and associate/employee in resolving eligibility, and enrollment concerns.
• Handles general inquiries pertaining to Qualified Work or Life Events.
• Liaison between employee and payroll if necessary, requesting refunds as required and any appropriate data entry requirements.
• Demonstrates ability to handle all inquiries and issue resolution, as well as operational questions.
• Tracks all issues and issue resolution activity (incoming calls, outbound calls, e-mails, walk-ups, etc.) via call, or issue tracking programs (i.e., Front Range and Aon Hewitt Notes).
• Follow up with customer and escalation group(s) as required, taking complete ownership of customer inquiry.
• Delivers and exceeds customer service support to pre-defined performance levels.
• Accountable for maintaining a consistent and positive demeanor when interacting with peers, employees, offices and managers in work environment.
• Displays quick analysis and resolution of escalated customer concerns and know when to escalate to next tier.
• Escalates issues unable to resolve to next tier and/or management within a timely manner and providing follow up.
• Consistently answers a minimum of 50 or more calls per day from internal and external customers. - Provide detailed research for any employee or vendor benefits
• Researches communication, operational issues or other benefits related problems to root cause and shares knowledge with Benefits team.
• Makes recommendations for process improvement to continuously improve efficiency and customer service.
• Handles general Employee Relations inquiries.

EDUCATION:

Bachelor's Degree and/or equivalent experience required

EXPERIENCE: - Preferred/Required

2 years of professional level experience working in a call center – preferred 

2 years of professional level experience in employee benefits - Health and Welfare administration preferred

Bi-lingual - fluent Spanish is a plus – not required

SKILLS REQUIRED:

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Exceptional customer service skills
• Problem resolution skills
• Strong organizational skills
• Detailed oriented
• Good working knowledge of computers
• Ability to handle multiple priorities simultaneously
• Proficiently use Microsoft Office; Word and Excel in particular