| Job Description: |
Job Summary
The Human Resources Customer Service Representative (CSR) answers incoming requests via telephone, Internet, and/or correspondence from internal and external customers as the first tier of customer support. The CSR performs administrative activities in support of Human Resources functions.
Knowledge
1. Experience using ACD or telephony systems.
2. Experience using case management systems.
3. Understanding of databases and/or reference systems.
4. Must be computer literate and current on new technology, such as Microsoft Office suite (MS 07)
5. Communicate clearly and effectively (written and verbal).
6. Effective listening and reading comprehension skills
7. Knowledge of Human Resources and/or Shared Services practices
Skills & Abilities
1. Solve problems by utilizing training, knowledge, tools and analytical skills while on call or processing a case
2. Demonstrate the ability to translate complex information into a logical, concise presentation (written and verbal)
3. Strong attention to details - driven to prevent errors and solving problems
4. Able to grasp complex information quickly and probe effectively where additional information is required
5. Demonstrate excellence in organizational and time management skills Ability to interact with a variety of customers, partners, vendors, management and employees
6. Ability to work in a high pressure environment with minimal supervision
7. Accurate and complete documentation skills utilizing case management systems and Microsoft products
8. Able to create, review, and/or update desktop procedures, process flows, or knowledgebase documentation in MS Office, such as Word, Visio, Excel.
9. Able to type a minimum of 45 wpm
10. Ability to maintain confidentiality of information
11. Confident phone presence and exceptional customer service skills are required
Job Responsibilities
1. Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)
2. Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.
3. Partners with Leads, Managers, Payroll, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner.
4. Document customer issues, research, and actions taken into the case management system.
5. Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc..
6. Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail.
7. Perform other duties as required.
Qualifications:
Basic Qualifications:
1. High school diploma or equivalent required.
2. Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs
3. Previous experience interacting with customers in a service environment required. Experience in a call center a plus.
4. Strong customer service, problem solving and technology skills.
5. Proficient in MS Office applications – Word, Excel, PowerPoint.
6. Position physically located in Irving, Tx.
Preferred Qualifications:
Working knowledge of PeopleSoft
Northrop Grumman Corporation is a leading global security company whose 75,000 employees provide innovative systems, products, and solutions in aerospace, electronics, information systems and technical services to government and commercial customers worldwide.
Northrop Grumman is an Equal Opportunity Employer committed to hiring and retaining a diverse workforce regardless of age. U.S. Citizenship is required for most positions.
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