Cleveland Clinic

HR Service Center Representative I

Cleveland Clinic

full-time

Posted on:

Location Type: Remote

Location: Ohio • United States

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About the role

  • Provide first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents)
  • Maintain customer contact until request is resolved, including informing customer of status and resolution
  • Provide accurate, consistent and timely responses to HR process, system and policy requests considered routine requests and require limited research
  • Perform basic administration processing and approval of transactions, data input and verification of required documentation
  • Utilize knowledge base tool to provide consistent answers to customers
  • Educate caregivers on company practices and tools (e.g., HR Portal, ESS, MSS, etc.)
  • Refer complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required
  • Provide document support by managing incoming and outgoing forms, information, as necessary
  • Identify and resolve the caregiver issues and anticipate future needs by explaining/suggesting/providing additional information needed to successfully perform duties
  • Meet key performance measures such as first call resolution, average answer speed, and call quality

Requirements

  • High School Diploma/GED and two years of customer service experience OR Bachelor’s or Master’s Degree
  • Proficiency in Operational Excellence, general word processing, spreadsheets, HR systems and call center technology tools
  • Project Management or Account Management experience (preferred)
  • Applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline (preferred)
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicedata inputdocument managementHR administrationbenefits administrationproject managementaccount managementoperational excellenceword processingspreadsheets
Soft skills
communicationproblem-solvingcustomer supportattention to detailtime managementinterpersonal skillsconflict resolutionadaptabilityteam collaborationactive listening
Certifications
High School DiplomaGEDBachelor’s DegreeMaster’s Degree