1970-01-01Davis Companieshttp://daviscos.com/wp-content/themes/davis_theme/assets/images/logo.svgfull-time325 Donald J. Lynch Boulevard, Suite 201MarlboroughMA01752USAcustomer support[+800-482-9494][+508-481-8519]

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  • As an Equal Employment Opportunity Employer, DAVIS has reporting requirements which require us to invite employees to voluntarily self-identify their race/ethnicity. Submission of this information is voluntary and refusal to provided it will not subject you to any adverse treatment. The information obtained will be kept confidential.
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Service Center Rep

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    Service Center Rep
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    Contract To Hire
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Service Center Rep:

Serves as first point of contact for all inbound inquiries received by telephone, electronically and in writing pertaining to benefits, employment policies and procedures, employee relations issues, recruitment, learning and development and performance management. Provides assistance for all Tier 1 questions and issues, using a knowledgebase of information and established processes and protocols to respond to inquiries. Escalates more complex issues as appropriate and maintains records of all interactions. Assist with covering phones during Oracle Transition. Candidates with benefits background will be of great value if we find those with relative experience.

Duties and Responsibilities:

  • Handles high volume of incoming calls in a call center environment
  • Evaluates and responds to employee inquires via phone, fax and email and provides appropriate and timely responses through use of a knowledgebase and in accordance with
  • Service Level Agreement
  • Reviews and interprets employee data to resolve issues
  • Demonstrates sensitivity and respect at all times when dealing with others
  • Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate
  • Creates and maintains detailed, complete and accurate records of all interactions in Case Management System
  • Follows prescribed protocols for problem resolution
  • Provides education and guidance to callers about available tools and resources
  • Enters, scans and retrieves employee data in HRIS per established guidelines and authorization processes while ensuring accuracy of information
  • Maintains confidential centralized employee files
  • Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
  • Provides callers with excellent, efficient and courteous service
  • Performs other duties as assigned or requested


Education Preferred:

  • High School Diploma required
  • AS/AA Degree preferred

Work Experience:

  • 1 - 2 years of experience in human resources administration and/or a call center environment required


  • Excellent customer service skills
  • Excellent interpersonal, verbal and written communication skills
  • Excellent attention to detail, problem solving, organization and prioritization skills
  • Ability to follow specific, detailed instructions, resolve routine problems and perform basic interpretation utilizing published information and tools
  • Ability to prioritize, problem solve and apply critical thinking skills
  • Ability to effectively interact with a diverse population at all levels within the organization
  • Ability to maintain composure in stressful situations
  • Familiarity with and ability to adhere to standard call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality
  • Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)
  • Experience with Microsoft Office products (Excel, Word, PowerPoint)
  • Ability to type a minimum of 45 words per minute while interacting with customers on the phone
  • Ability to read, write and speak the English language, communicating clearly and effectively with callers
  • Bilingual (English/Spanish) speaking and writing skills a plus
  • Customer Focus
  • Written and Verbal Communication

Monday-Friday 9:30-6

Call or email Ramey for more information

901-209-0805 rharris@daviscos.com

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