Customer Support Representative; Payroll​/HR Operations

Job Description

HYBRID: 3 Days Onsite in Tampa, FL corporate office

9am - 5:30pm EST Monday-Friday

Responsible for providing administrative support by documenting employee data changes, performance reports and communications.

HR Contact Center Support to include answering inbound phone calls, creating cases, payroll inquiry support, other administrative duties as assigned.

The role is more of a high caliber customer service representative and maintaining data versus a typical HR role.

• Answer and field all types of calls that come in – provide assistance and/or direction.
• Payroll Support
  • Closely partner with Payroll team as it relates to inquiries
  • Field employee and HR payroll questions to properly direct them to the right resolution
• Day-to-day Support
  • Provide One HR expertise and support to the HR community and employees
  • Tuition Reimbursement processing
  • Employee Verifications
  • Policy Questions & Compliance and Policy Acknowledgements

• Manager would like this person to have Service Now experience along with payroll inquiry resolution. They don’t need to know how to process payroll, rather understand logic of how timekeeping and payroll works to be able to answer employee questions. Customer Service experience and Success Factors also helpful.
• What makes a candidate stand out to the manager:
  Prior contact center experience and inbound phone calls case management. Calls can be related to pay inquiries, LOA, etc.
• Attention to detail and critical thinking skills are a must.
• Use of case management software and call management software preferred.
• They use Service Now for Case Management. Microsoft Outlook/Teams/Excel experience.
• Looking for at least 5 years of years' experience.
• Spanish language skills highly preferred.