Customer Service Representative

RemX is assisting a customer seeking a Customer Service Representative for a Wholesale Pharmaceutical Products company near Harrisburg PA.

****This is a REMOTE position, however, looking for individuals living in PA****

Pay Rate: $22.00/ hour

Start: 5/8/23

Type: Contract – 6 months

Work Location: REMOTE – Within PA

Address:

Harrisburg, PA 17120 – Within PA

Schedule: Monday-Friday 8am-5pm

Description:

The Employee Service Representative is the first point of contact for all incoming inquires, issues, and work requests related to HR administration and transactions. This role handles inquiries, requests, and cases to closure, while appropriately escalating complex cases. Also, this role provides accurate and timely processing of HR transactions and delivers outstanding Customer Service to internal and external customers.

Duties and Responsibilities:

PRIMARY DUTIES AND RESPONSIBILITIES:
1. Provides first point of contact support to incoming calls/emails/requests from customers (e.g., associates, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems
2. Records inquiries and requests, communicates resolutions, and updates cases using case management tools
3. Handles any required customer follow-up and conducts additional research as necessary
4. Maintains customer contact until request is resolved, including informing customer of status and resolution
5. Provides accurate, consistent, and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research
6. Performs basic administration processing and approval of transactions, data input and verification of required documentation
7. Educates associates on company practices and tools (e.g., intranet, ESS, MSS) to encourage associates to resolve questions on their own by leveraging Associate Self-Service (ESS) and Manager Self-Service (MSS)
8. Escalates complex cases requiring interpretation to appropriate Tier 2 Specialist or, if necessary, Tier 3 COE representative
9. Provides document support by managing incoming and outgoing forms, information, etc.; conducts document imaging
10. Works to develop an in-depth understanding of the customers’ needs
11. Identifies and resolves the customers issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties
12. Meets key performance measures such as call resolution, average answer speed, case response, case and call quality
13. Performs various HR tasks/projects as assigned

Skills/Experience/Requirements:

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year Bachelor's Degree Program or equivalent combination of experience and education.
Normally requires 1 - 3 years related experience in similar role or HR administrative or Customer Service role.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
1. Ability to communicate effectively both orally and in writing
2. Strong organizational skills; attention to detail
3. Ability to create and manage budgets and expenses
4. Strong interpersonal skills
5. Strong leadership skills
6. Strong presentation skills
7. Strong negotiating skills
8. Thorough knowledge of ABC policies and procedures
9. Strong computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and PowerPoint