Customer Care Representative
Core
Respond to staff inquiries via telephone and email regarding HRS operations, DSS-HRA-DHS programs, and timekeeping/payroll issues.
Role type
Customer Care Representative (Clerical Associate IV)
Builds
Internal HR support systems and staff self-sufficiency
Domain
Public sector human resources
Deliverable
client delivery
Required skills
telephone communication, email communication, issue logging, system troubleshooting, report generation, policy research, timekeeping analysis, stakeholder liaison
Preferred skills
rapid information assimilation, corrective action identification
Technologies
Intranet Quorum (IQ), CityTime, Remedy, PMS, CHRMS, eStubs
Responsibilities
Respond to questions and inquiries via telephone and email; Log issues using Intranet Quorum; Process CityTime password resets and schedule changes; Identify and resolve timekeeping issues; Liaise with HRBPs and Managers to resolve payroll issues; Escalate urgent situations; Troubleshoot CityTime system; Assimilate new information on systems and policies; Identify need for corrective actions.
Seniority
Entry-level, hands-on IC
