Randstad HR Support Specialist in Atlanta, Georgia

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; consistently answers a minimum of 40 calls per day.

  • 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; tracks all issues and issue resolution activity (incoming calls, outbound calls, e-mails, walk-ups, etc.) via call, or issue tracking programs (i.e., Ivanti and Alight portal).

  • 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.

  • Follow up with customer and escalation group(s) as required, taking complete ownership of customer inquiry; communicating and providing daily status updates until resolved.

  • 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.

  • 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:

  • Excellent written communication skills

  • 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

Get to know us and find out " What More Could You Do at https://vimeo.com/user14398035/review/78249279/e899d16cab " at Randstad. Please contact Amy.jump@randstadusa.com, for more information.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.