HR Customer Service Representative- Contact Center

  • Adventist Health System
  • Altamonte Springs, FL, USA
  • Jan 25, 2018

Job Description

If you want to be a part of a place that provides nothing less than extraordinary compassionate care, then Adventist Health System is the place for you!

We are currently seeking qualified candidates for a HR Customer Service Representative position that will be based in our HR Contact Center department.This position is based in Altamonte Springs, FL.

The Human Resources (HR) Representative is the first point of contact for employees calling into the Employee Contact Center with HR-related questions or issues. The HR Representative is charged with quickly analyzing the information from the employee and through system resources to accurately and efficiently provide direction or resolution to the employee or engage appropriate escalation resources for assistance. Specializing in various areas of HR support, such as payroll, benefits, and employee data management, the HR Representative will evaluate and resolve issues of moderate complexity and exhibit the highest level of confidentiality. The HR Representative is expected to utilize system tools to maximize efficiency and accuracy and follow established protocol to maintain effective and professional documentation of inquiries and resolutions.

Job Duties :

  • Support and demonstrate the customer service expectations and achieve relevant performance metrics
  • Demonstrate ownership and positive influence over self and team engagement
  • Serve as subject matter expert for employee and manager inquiries for assigned functional area
  • Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
  • Apply documented procedures, policies, and practices to accurately research and respond to calls/cases received
  • Utilize sound judgement to make appropriate determinations on resolutions needed
  • Utilize tools and resources to perform responsibilites accurately and efficiently
  • Escalate requests/issues outside of process or scope for role to HR Specialist and/or Supervisor
  • Maintain appropriate documentation in case notes on discussions completed
  • Maintain understanding and knowledge of organization HR policies related to functional area
  • Maintain current knowledge of federal, state, and local employment law related to functional area
  • Document transaction and case status to properly indicate stage of completion
  • Produce and maintain functional records and reports
  • Meet professoinal obligations through efficient work habits such as honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner
  • Demonstrate patience and ability to remain calm under stressful situations
  • De-escalate situations through the use of effective communication techniques and involve supervisor as necessary
  • Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality


  • Web navigational & computer skills
  • Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
  • Ability to work in a fast-paced environment and easily adapt to fluctuating workloads and customer needs
  • Knowledge and understanding of functional area of support, including common state and federal regulations
  • Ability to research and analyze information and make sound decisions
  • Skilled in understanding and applying applicable rules, regulations, policies, and procedures
  • Superior written and verbal communication skills
  • Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints
  • Ability to collaborate and work with a diverse group of people to meet goals and objectives
  • Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines
  • Ability to type 50 or more words per minute with excellent spelling, punctuation, and grammar
  • Knowledge of Human Capital Management and/or Customer Relationship Management software (PeopleSoft preferred) (Preferred)

Education and Experience Requirement:

  • Bachelor's degree in relevant field or the equivalent in five years' relevant experience
  • Two years of experience in a Contact Center or Human Resources team environment
  • Human Capital Management (HCM) and Customer Relations Management (CRM) experience, specifically PeopleSoft
  • Experience in a shared services model supporting a large employer (Preferred)

Licensure/Certifications Required:

  • Applicable certification preferred, such as PHR, SHRM-CP, or other industry-specific certification) (Preferred)

Attribute :

  • Achieves Results: Reflects a drive to achieve and outperform, continuously looking for improvements, and accepts responsibility for actions and results
  • Communication Skills: Exhibits excellent oral and written communication skills
  • Develops Self: Understands own strengths and development needs, learns from experience, and owns personal development
  • Problem Solving: Identifies and solves problems using data collection methods, analysis, experience, and judgment
  • Service Orientation: Listens to and understands the customer, anticipates customer needs, and gives high priority to customer satisfaction
  • Subject Matter Expertise : Possesses deep knowledge and specialized skill set pertaining to the job function

If this position sounds like a great match for your skills set and experience, please apply online now !