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HR Customer Svc Specialist (Part-Time)
ESSENTIAL JOB FUNCTIONS: Works under the supervision of the HR Customer Service Supervisor to provide “Best in Class Customer Service” on each call, with the goal of resolving the customer’s question on the initial call. Provides active and retired employees (customers) with specific information regarding benefits, retirement, wellness, leave of absences, timekeeping (including work and leave hours), and other Human Resources (HR) related inquiries and places the customer’s requests in the Customer Relationship Management system (C.R.M.) to deal with the specific inquiry/concern. Accesses employee (active and retired) data in Oracle and UKG to retrieve specific information to assist customers with their inquiry. Receives inquiries and complaints from customers by phone, internet, and/or written correspondence. Determines nature, location, and duration of the complaint with tact, courtesy, and patience occasionally requiring communicating with irate customers. Provides a timely follow-up with customers on response and/or action that is being taken or escalates by referring to appropriate HR team member with expertise and knowledge to handle the inquiry/complaint. Receives and processes benefits from active and retired employees during Open Enrollment and places request in the CRM system. Maintains and utilizes reference information on current processes and plans. Occasionally participates in community events and outreach programs as needed. Performs office administrative support functions, such as preparing, maintaining, and distributing reports, files, and other related documentation.
OTHER FUNCTIONS:
1. Performs additional functions (essential or otherwise) which may be assigned.
2. Performs various front desk and clerical duties when requested.
TYPICAL PHYSICAL DEMANDS: Must be able to communicate clearly both verbally and in writing. Requires the ability to operate general office equipment such as telephone, copier, and computer.
TYPICAL WORKING CONDITIONS: Work is performed in an office environment.
MINIMUM QUALIFICATIONS: High school graduation or GED equivalent and four (4) years customer service experience, preferably receiving and addressing customer issues and complaints by telephone. Working experience of City operating procedures is strongly preferred.
The City Charter requires that City Employees, with the exception of "first responders", must establish residence within Shelby County within six (6) months from their date of employment. Proof of residence will be required at the time of hire. As defined by Tennessee Senate Bill No. 29, "first responder" means paid, full-time law enforcement officers, firefighters, and emergency medical personnel.
The City of Memphis is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request disability accommodation in the application process, contact the Office of Talent Management at talent.management@memphistn.gov.
