Engage is an innovative and growing Professional Employer Organization (PEO) seeking an experienced Service Center Specialist to join our dynamic team. This position is the first point of contact for incoming service center calls. This position requires excellent customer service, attention to detail, organizational skills, and the ability to problem solve. The specialist gathers information from the employee telephonically or via email and either solves at first point of contact for resolution, or works collaboratively with all departments, including Benefits, Account Management, Implementation, Human Resources, Payroll and Finance to coordinate and deliver Engage’s products and services, including payroll, human resources, benefits, risk management and tax administration.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer Incoming Tier 1 Calls Employee Inquiries
- Answer W2 & Payroll Questions
- Process Background Screening, Verification of Employment, E-Verify Request and Drug Testing request from our Clients
- Answer and Route Calls to appropriate departments
- Create Password Resets to Worksite Employees trouble shooting their website account.
- Administrative Duties and Support to the HR Service Center.
- Process Employee Benefits enrollments assistance.
- Monitor General Inbox and support with questions and concerns.
- Support: Open Enrollment, Benefits- General Inquiries and New Business
To perform this job successfully, the individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
Four year college degree, or equivalent experience resulting in broad knowledge of a field related to the job, such as accounting, business administration, customer service etc., or an equivalent combination of education and experience.
Ability to write reports and business correspondence; ability to effectively present information and respond to questions from managers, Payroll team, Clients, and the general public.
Ability to calculate figures and amounts such as discounts, interest, proportions, percentages. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.
CRITICAL THINKING SKILLS
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical form and deal with several abstract and concrete variables.
Under direction where a definite objective is set up and the team member plans and arranges own work, referring only unusual cases to supervisor.
Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work.
Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of Engage, our Clients and Worksite Employees. Applies sound reasoning and logical thinking to arrive at conclusions that support the goals and objectives of the company.
Very close mental demand required. Operations requiring very close and continuous attention for control of operations which require a high degree of coordination, concentration and immediate response. Operations requiring intermittent direct thinking to determine or select the most applicable way of handling situations regarding garnishment orders. Demonstrates ability to adequately process a high volume of transactional activity accurately and completely in accordance standard operating procedures and regulatory requirements.
ANALYTICAL ABILITY / PROBLEM SOLVING
Directed. Supervisory and/or professional skills using structured practices or policies and directed as to execution and review. Sound reasoning and decision-making are essential.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of highly complex machines and equipment; specialized or advanced software programs.
High level of accuracy and concentration required. Errors would impact payroll and has strong likelihood to negatively affect Engage’s relationship with Clients. Errors would cause re-work and/or additional expenditures in order to properly resolve the error.
Regular contacts with Clients and Worksite Employees. Lack of tact and judgment would result in Client issues.
TEAM MEMBER CONTACT
Contacts with other departments or offices and also frequently with Payroll and Benefits; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken. Also, important contacts with the team as required in advanced supervisory jobs.
SOFTWARE SKILLS REQUIRED
Intermediate: 10-Key, Payroll Systems
Basic: Alphanumeric Data Entry, Presentation/PowerPoint, Word Processing/Typing
The following physical activities described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the team member is continuously required to talk or hear; regularly required to sit; frequently required to use hands to finger, handle, or feel; and occasionally required to stand, walk, reach with hands and arms, climb or balance.
The team member must occasionally lift and/or move up to 25 pounds, frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
There are no harmful environmental conditions that are present for this position.
The noise level in the work environment is usually moderate.
Ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects. Must have ability to establish and maintain effective working relationships with management and team members.
Excellent benefits and competitive salary.
To apply, please email cover letter and resume to email@example.com.