HR Contact Center Representative
Company Name:
Northwestern Mutual
BASIC FUNCTION: Primary responsibility for customer contact and problem resolution for moderately complex problems, researches and evaluates possible solutions using available resources, independently handles all routine tickets and processes semi-complex cases with guidance for home office employees, retirees and external inquiries. The employee is expected to participate in unit projects and/or process improvement opportunities.
This position, under the direct guidance of an assigned supervisor, is responsible taking, processing and resolving, standard, and less complex, employee calls on a wide variety of administrative topics covered by the HR Contact Center. This position draws on training, policy manuals, knowledge bases, and other tools to quickly resolve the caller's requests or issues. This position uses the HR Contact Center's database tools and systems to appropriately record the nature and resolution of each call. This position is expected to apply the standard procedures in resolving calls and is expected to refer complex issues on to higher tiers within the Center or in the core HR function for resolution. This position is expected to help other team members, as time allows.
Qualifications: This position requires an associates degree in business or related field or equivalent combination of education and experience. Min of 2 years related work experience to include at least 1 year of previous customer service experience. Proficient in written and verbal communication. Solid customer service skills. Proven analytical skills and ability to apply judgment and discretion. Effective written and verbal communication skills. Proven customer service skills. Demonstrated computer experience including Word, Excel, Sharepoint and proficiency with current software packages. Successful completion of any required testing.
License / Certifications: None
Location: Downtown - Milwaukee, WI
Expertise: HR - Human Resources
JobType: Regular Full TimeEstimated Salary: $20 to $28 per hour based on qualifications.
Northwestern Mutual
BASIC FUNCTION: Primary responsibility for customer contact and problem resolution for moderately complex problems, researches and evaluates possible solutions using available resources, independently handles all routine tickets and processes semi-complex cases with guidance for home office employees, retirees and external inquiries. The employee is expected to participate in unit projects and/or process improvement opportunities.
This position, under the direct guidance of an assigned supervisor, is responsible taking, processing and resolving, standard, and less complex, employee calls on a wide variety of administrative topics covered by the HR Contact Center. This position draws on training, policy manuals, knowledge bases, and other tools to quickly resolve the caller's requests or issues. This position uses the HR Contact Center's database tools and systems to appropriately record the nature and resolution of each call. This position is expected to apply the standard procedures in resolving calls and is expected to refer complex issues on to higher tiers within the Center or in the core HR function for resolution. This position is expected to help other team members, as time allows.
Qualifications: This position requires an associates degree in business or related field or equivalent combination of education and experience. Min of 2 years related work experience to include at least 1 year of previous customer service experience. Proficient in written and verbal communication. Solid customer service skills. Proven analytical skills and ability to apply judgment and discretion. Effective written and verbal communication skills. Proven customer service skills. Demonstrated computer experience including Word, Excel, Sharepoint and proficiency with current software packages. Successful completion of any required testing.
License / Certifications: None
Location: Downtown - Milwaukee, WI
Expertise: HR - Human Resources
JobType: Regular Full TimeEstimated Salary: $20 to $28 per hour based on qualifications.
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