Customer Service Representative

Customer Service Representative   Summary of Job Description:   The Customer Service Representative (CSR) will work effectively and efficiently providing consistent, high quality service in a high-volume shared service center environment. Working in a team environment, the Customer Service Representative is responsible for addressing employee and manager inquiries and requests that are received via phone, email, or other channels. The CSR will use a case management system to track, document and respond to inquiries using standardized best-practice processes.   As the primary contact point for all customer inquiries to the ESC , it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills.     Primary Duties/Responsibilities:   Act as a main point of contact for customer inquiries, requests and transactions   Assist field HR and employees with navigating through various company systems and related documents (i.e., policies, user guides, SPD’s)    Work closely with GPC HR leadership to ensure that transactions are processed timely and accurately     Process updates to the employee’s record ensuring accurate documentation for all transactions     Creat e a new case or updat e an existing case for every request r eceived in the ESC’s case management system   Work to resolve as many calls/cases as possible upon first call/contact     Perform daily review of open case queues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner   Process administrative transactions outside of the case management    Ensure quality employee experience s by using a professional and service-focused approach when handling all inquiries   Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information   Recommend process improvements    Recogniz e , document, and inform the supervisor regarding trends in internal and external inquiries   Establish and maintain effective working relationship s with peers, management, customers, and field HR staff     Exercise sound judgment when prioritizing, organizing, and monitoring inquiries while a ss igning emails and distributing cases timely to team     Demonstrate an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase   Qualifications:   2 - 3 years prior relevant experience in a call center or service center environment   Superior Customer Service skills     Excellent oral and written communication skills   Customer-focused professional    Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.)   Attentive listening skills that enable asking of probing questions to aid in problem - solving and issue escalation   Detail oriented and able to multi-task – Good organizational skills   Ability to operate well under pressure – Strong problem-solving skills   Proficient computer skills (Microsoft Word, Microsoft Excel) – PeopleSoft and/or ServiceNow experience a plus   Dependable, punctual and able to achieve an appropriate level of attendance   Team p layer with a positive attitude   Not the right fit?  Let us know you're interested in a future opportunity by joining our Talent Community on jobs.genpt.com or create an account to set up email alerts as new job postings become available that meet your interest! GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.