Auxis, a Grant Thornton US company, is seeking a detail-oriented and customer-focused
Sr
HR Services Analyst
to join our dynamic team. In this role, you will be a key player in delivering exceptional business and customer service support to one of our key clients. You will serve as a first point of contact, ensuring timely and effective resolution of inbound inquiries across multiple communication channels, via phone, email, chat, and text.
Responsibilities
- Deliver first contact resolution.
- Professionally handle high-volume inbound calls in a timely manner.
- Follow specific communication guidelines and escalation protocol while handling calls by topic.
- Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution.
- Seize opportunities to gently educate clients and worksite employees on Client’s offerings and online employee portal functionality.
- Build positive and professional relationships, and further impress customers by going the extra mile.
- Must be able to communicate conversations through note-taking and shorthand.
- Maintain required documentation for client and worksite employee calls within applicable systems.
- Provide executive leadership administrative support as needed.
- Meet all agent KPI’s including call efficiency, quality, quantity, and NPS customer satisfaction scores.
- Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
- Listen carefully to our customers to ensure appropriate responses.
- Comply and adhere to Auxis operational processes and security policies.
- Must attend all customer service and performance-related scheduled meetings as required.
- Perform other related and administrative duties as assigned.
- Must be able to maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its client