Employee Support Specialist – (HR Call center)
Koch Business Solutions, LP - Atlanta, GA

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The KBS HR Service center supports 5+ business groups with over 40,000 employees. We are seeking an individual to join our service center team to provide telephone support to employees and HR staff for payroll, health and welfare and retirement benefits. Your patience, positive attitude and expertise helping our employees and customers resolve their issues and concerns are vital to providing a unique support experience. KBS offers career progression for individuals who are quick learners, with excellent listening and customers service skills.

Your core duties will include:
Answering large numbers of employee telephone inquiries, providing guidance, troubleshooting problems, providing HR policy information, and following up with employees about issue resolution, all while meeting departmental goals for accuracy and service times.

Additionally, your role will include:
Providing information and coaching to employees to ensure they have the data/tools they need to solve future issues.

Building and maintaining internal and external relationships with local, division, corporate HR, back office contacts, and customers’.

Participating in the annual Benefits Open Enrollment event, which includes training, customer interaction, assisting with benefit election inquiries, testing, and pre/post Open Enrollment data activities

Effectively working with 3


party vendors and KBS internal departments to efficiently resolve issues on behalf of the customer

Recognizing, documenting and alerting your supervisors of trends in employee calls

Identifying, recommending and owning process improvements.

Work Experience/Skills REQUIRED:
Proven superior customer service skills, including the ability to deal with stressfully situations with empathy, while remaining courteous, patient and professional

Ability to accept and process employee transactions, maintaining a high level of quality, accuracy and attention to detail, sometimes within tight deadlines

Superior verbal and written communication skills, including the ability to alter communication styles to better serve your customers

Effective troubleshooting skills, including the ability to diagnose issues correctly through effective listening, probing questions, and knowledge application, while acting as advisor and consultant to resolve issues.

Ability to multi task and document call activities while engaging with the employees over the phone.

Ability to go above and beyond to understand the customer’s needs, and demonstrate a detailed understanding of the policies, procedures, and protocols needed to resolve situation consistently and accurately.

Ability to recognize areas for process improvement

Planning, organizing, and negotiating skills

Proactive and self-motivated

Ability to build trusting relationships

Ability to utilize research material to advise on a course of action

Foundational understanding of both payroll and benefits functions

Complete call logs and reports

MS Office (WORD, Excel, PowerPoint)

Flexibility and adaptability in accepting new directions and tasks related to professional responsibilities

Strong team player

Project management skills

Work Experience/Skills PREFERRED:
  • SAP HR Skills
  • LOA/FMLA Processing Knowledge
  • Demonstrated high aptitude in mathematics preferred
Education Required:
  • College degree or equivalent work experience
Education Preferred:
  • PHR Certification a plus
Koch Business Solutions, LP

is the centralized shared service company that provides assistance with information technology, human resources, finance and accounting, and facilities management for many global businesses of Koch Industries, Inc., one of the largest private companies in America. Koch companies, such as Georgia-Pacific and INVISTA, employ about 60,000 people with a presence in 60 countries and manufacture popular brands such as Quilted Northern® and Angel Soft® bath tissue, Brawny® paper towels, Dixie® brand tabletop products, as well as own brands including LYCRA® fiber, STAINMASTER® carpet and more. This diverse variety of businesses and their evolving demands create an inspiring work environment and incredible potential for long-term career opportunities.

To learn more about Koch Business Solutions visit us at:

We are an equal opportunity employer. M/F/D/V

Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify. Please visit the following website for additional information:


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Human Resources






Koch Business Solutions, LP




Job Type