Descrição
Job Summary:
The primary purpose of this role is to act as the first point of contact for an associate calling
the Open-Door Support team. Answers general questions regarding portal navigation, the Open-Door program and HR policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of open-door processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the team.
Responsibilities:
- Answers general questions regarding portal navigation, the Open-Door Program and HR policies and procedures, referring to an online knowledge base for information and guidance.
- Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
- May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
- Assure information is complete, accurate, and approved by appropriate superior.
- Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
- May assist with basic transactions as assigned according to proper procedure, policy, and direction.
Skills and Experience:
- 1- year experience working in a high-volume contact center environment with phones.
- English level of a B2+ (written and verbal).
- Completed High School Degree, or active student of Psychology, Human Resources or administration.
- Computer skills and experience.
- Precise Active-Listening.
- Demonstrated verbal and written communication skills.
- Experience working with Microsoft Tools and Applications.