Customer Service Associate
Company: NGA HR
Posted on: September 14, 2018
NGA Human Resources is a market-leading, global, Human Resources services provider offering innovative HR business solutions through HR Technology, HR Outsourcing, and HR Consulting.NGA HR is uniquely positioned to help HR leaders realize the true value of workforce management. We combine a focus on customer value with many years of experience in HR consulting, HR outsourcingand HR technology. This is the core of our business and why we are recognized as a leader in the global HR solutions market. Our 8,500 employees are dedicated to delivering excellence through HR consulting, HR outsourcing and HR technology. As a recognized global HR services leader, we have offices in 35 countries on five continents, supporting customers in more than 145 countries. NGA Human Resources is a market-leading, global, Human Resources services provider offering innovative HR business solutions through HR Technology, HR Outsourcing, and HR Consulting. NGA HR is uniquely positioned to help HR leaders realize the true value of workforce management. We combine a focus on customer value with many years of experience in HR consulting, HR outsourcing and HR technology. This is the core of our business and why we are recognized as a leader in the global HR solutions market. Our 8,500 employees are dedicated to delivering excellence through HR consulting, HR outsourcing and HR technology. As a recognized global HR services leader, we have offices in 35 countries on five continents, supporting customers in more than 145 countries. --- Over 1,000 ERP-based HR implementations globally --- 3,000 Large Enterprise customers --- 10,000 Small and Medium customers --- Over 20% of FORTUNE Global 500-- companies serviced This role is the initial customer contact for our Human Resources Outsourcing (HRO) customers. This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services. Key responsibilities of the role include: Answers and greets customer calls in a courteous, friendly and professional manner using NGA HR policies, procedures and/or practices. Listens attentively to customer needs/concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements and/or problem as the first contact resolution. Confirm customer understanding of the solution and provide additional customer assistance/education, as needed. Prepare and complete accurate work and update customer ticket/file via the system. Conduct correspondence with customers and team members. Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to the appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance Occasionally use decision-support tools to answer complex questions or to verify subject matter details. Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking --. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain a broad knowledge of NGA HR's services. This role is the Tier I position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.; therefore, you may be specializing in one particular knowledge tower or various knowledge towers. Required Education and Experience High School diploma or equivalent 1 - 2 years' customer service experience Knowledge of basic computer operations Work any 8 hour shift, Monday - Friday, 7:00 am to 7:00 pm. Ability to demonstrate excellent customer service/support skills Ability to demonstrate excellent written and oral communication skills Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner Additional Preferred Education and Experience Graduates welcome to apply Willingness to rotate shifts, as needed Ability to collaborate and work in a team environment, as well as, work independently and make sound decisions Key Competencies: Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results. Has a positive sense of humor & outlook. Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement. Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities. Be Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and NGA priorities. Be Effective - Demonstrate knowledge of the NGA Way, our values and levers for success. Sets individual priorities, goals, utilizes tools & technologies to act fast to achieve maximum personal productivity. Our Values: One Team: Ours is an interactive environment. We celebrate our diversity and recognize the strength of what we can achieve as a united team. Innovation: We are a creative and resourceful organization. We have a talent for looking at things differently and are passionate about bringing new ideas to life. Speed: Our energy and focus means that we always deliver quality, quickly and efficiently. Responsibility: We can count on each other. We personally take responsibility for delivering on our promises. We trust our colleagues to do the same Excellence: We are committed to excellence. Our internal and external customers are at the heart of everything we do and we strive to over-achieve . NorthgateArinso, Inc. (NGA HR) provides equal employee opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal lawrequirements, NGA HR complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.
Keywords: NGA HR, Austin , Customer Service Associate, Hospitality & Tourism , Austin, Texas
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