HireTalent – Staffing & Recruiting Firm Call Center Customer Service Representative: Job Overview, Location, and Employment Details

The job title for this position is Call Center Customer Service Representative. This role is focused on providing support for People & Culture, which encompasses Human Resources.

This position is located in Hillside, Illinois. It is an office-based role that may require occasional travel.

The employment type for this position is full-time. It may also be available on a contract basis, depending on the specific needs.

The main responsibilities include providing exceptional customer service by addressing HR-related inquiries with patience and professionalism. The representative will also utilize policies and procedures to resolve inquiries promptly and document all interactions in a case management system.

The ideal candidate should be service-driven and detail-oriented, with strong communication skills to interact with diverse stakeholders. Additionally, the ability to work efficiently in a fast-paced environment is essential.

The representative is responsible for responding to escalated inquiries received via phone, email, or web platforms. They are expected to resolve issues at first contact whenever possible and escalate complex matters to the appropriate teams.

Documentation is crucial as the representative must document all interactions in a case management system. This ensures that resolutions are tracked and maintained within established service level agreements (SLAs).

The representative is expected to meet or exceed performance metrics, quality standards, and teammate satisfaction scores. This focus on performance helps ensure high-quality service delivery.

The representative builds trust with diverse audiences, including leaders and colleagues, through tailored and professional communication. This approach is essential for fostering positive relationships and effective collaboration.

Collaboration is a key aspect of this role, as the representative will work with People Operations Specialists, Centers of Excellence, and HRIS teams. This teamwork is necessary to meet service expectations and enhance the overall service delivery.