The Customer Service Representative serves as the primary interface for HR inquiries from managers and employees. Provides a full range of HR support using pre-defined answers to ensure consistency to the customer.
What You’ll Get to Do:
Takes ownership of the resolution of callers’ issues, giving guidance & solving problems at the first point of contact whenever possible
Emulating exceptional customer service in all facets of position including responding to employee requests in a professional, respectful manner and understanding the sensitivity and confidential issues
Researching and interpreting company policies and procedures and provide education where necessary
Follows call center scripting and refers issues to next level specialists as appropriate
Refers issues to the HR Tier-2 specialists when unable to resolve personally and ensures effective hand off of escalated cases.
Logs and tracks inquiries through to resolution using the Enterprise fulfillment system
Meet or exceed performance metrics as defined by the Service Level Agreements (SLAs) and tracking system
Demonstrate effective time management skills
Participates in information sharing with other service center representatives
Supports HR team by providing clerical and administrative support.
Experience in navigating with core HR systems and sub-areas in Workday
Understanding of Health Insurance Portability and Accountability Act (HIPAA) and the need to maintain the security and confidentiality of Personally Identifiable Information (PII) and Protected Health Information (PHI)
Task included but not limited to: Completing Medicare CMS forms, Life Insurance Portability Forms, provide guidance on completing New Hire task in HR System and SABA, Correcting benefits and dependent duplications in HR System, Guidance on how to complete benefit events in HR System, guidance on recruiting and internal mobility, understanding of personnel action task in HR system, performance management process, compensation process, timekeeping, finding and registering for courses in SABA
You’ll Bring These Qualifications:
Entry-level position typically requiring little to no prior experience
These Qualifications Would be Nice to Have:
Experience Utilizing a Human Capital System, Workday Experience Preferred
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.