Employee Service Center Representative (PRN) | Call Center
Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We're proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.
See yourself at Sanford!
Facility: Sanford Business Center Building
Location: Sioux Falls, SD
Job Schedule: PRN
Weekly Hours: Varies
This position is for part time hours in the employee service center call center, taking Covid-19 screening calls during evenings and weekends.
A Representative of the Employee Service Center will provide effective and efficient responses to inquiries from Sanford employees, candidates, contractors/vendors, retirees, dependents, beneficiaries, etc. regarding Human Resources policies and procedures by phone in a call center type environment. *PRN as needed hours for Call Center. Working part-time taking COVID-19 related calls. *
This is a Call Center position with part time hours available in the evening and weekends.
Quickly assess the level of complexity of cases and provide resolution or facilitate escalation to Supervisor, Employee Service Center, Tier 2 or Center of Expertise (COEs) as needed. Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests, streamlining service delivery, and identifying next steps.
Partner with Human Resources Administration specialists as needed to coordinate on inquiries requiring transaction processing. Promote the usage of self-service to employees as appropriate. Provide end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. Guide customers in the effective use of self-service to submit inquiries, update personal data, manage separations, and research Human Resources policies and procedures. Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries. Highlight opportunities to address common inquiries through existing or new self-service functionalities. Identify opportunities to address common inquiries through improved knowledge management system content and improved case management methodologies.
Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures. Follow all Employee Service Center policies, processes, and guidelines. Ability to deliver high quality customer service consistently in a professional manner. Ability to follow strict policy guidelines. Ability to deal effectively with dis-satisfied customers. Strong communication skills. Ability to deal with ambiguity. Flexibility to accommodate staff scheduling changes. Strong customer service focus. Strong interpersonal and listening skills. Ability to handle multiple customer requests in a timely manner. Attention to detail (particularly with entering data). Ability to follow standard operating procedures and scripts.
Part time position in a call center type environment, evening and weekend hours.
High school diploma or equivalent required; bachelor's degree is preferred.
Minimum of one year experience in providing customer service. Entry level knowledge of general Human Resources transactions. Working knowledge of Human Resources Service center operations. General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange). General organizational and problem solving skills.
Sanford is an EEO/AA Employer M/F/Disability/Vet.
If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to firstname.lastname@example.org .
Job Function: Human Resources
Req Number: R-32436