The Customer Service Representative (CSR) handles incoming calls from our clients' employees, answering their questions and sorting out issues relating to their healthcare benefits, 401K savings, life benefits, retirement plans, LOA, Payroll, other human resource related services.
Additionally, the CSR will spend time working through various HR issues such as recruiting, death benefits processing, compensation (salary administration), system accesses, reporting and exit interviews.
The CSR will receive back-to-back calls with little or no time between calls. The CSR must use active listening, probing, play-back, and style-matching skills to evaluate the customer's needs. The CSR navigates in a Windows based system through a series of databases in order to access the appropriate information to service the customer.
For lengthy or complex questions, the CSR researches the information and calls the customer back as required. Research can involve a number of resources, such as asking other CSRs, using online databases, reviewing documentations or asking other knowledgeable experts.
Between calls the CSR works on various administrative projects which can include benefit calculations, data management, transaction workflow call backs and process improvements.
Must be willing to work any shift assigned between the hours of 7 AM CT to 7:00 PM CT
Proficiency in a Windows environment
Problem solving and Analytical skills
Practical mindset with the ability to prioritize tasks and provide effective solutions
A genuine desire and commitment to serving customers
Strong interpersonal communication skills, capable of building good working relationships
High learning agility
Comfortable working in a structured fast paced changing environment
Preferred Skills: Experience working in an HR and/or benefits role HRIS knowledge - Peoplesoft, SAP, ADP, Oracle, etc. Knowledge of recruiting processes and applications - Taleo/Recruit Soft, PS, etc. Recruitment generalist knowledge a plus Years of Relevant Experience Required: 2 years of customer service experience Education Requirements: A high school degree is required. A college degree is preferred but not required.
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V
The Woodlands, Texas United States
The Woodlands, TX United States
Aon - 2 years ago
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Aon plc is a multinational corporation headquartered in London, United Kingdom, that provides risk management services, insurance and...