Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to email@example.com .
Answer and respond to incoming calls from employees and former employees.
Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner
Perform, track and log all transactions performed related to Human Resources and/or Benefits processes.
Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues.
Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations.
Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume.
Flexibility to support peak volume events throughout the year.
Attend all departmental meetings and training classes as required.
Works under close supervision
All other duties as assigned.
Minimum experience, skills, and academic background necessary to perform the position:
Ability to take direction within a team setting and complete team related work
Strong written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood.
Ability to work in fast paced service center environment
Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience
Ability to maintain the appropriate level of process knowledge to assist callers
High school diploma or equivalent
Prefer a minimum of 1 year of call center experience or related customer service.
One year benefits or HR experience helpful.
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