HRSC Advisor

The HRSC Employee Resource Advisor serves as the first point of contact for all inbound inquiries received by the HRSC. Provides assistance for all Tier 1 questions and issues, using a knowledge base of information and established processes and protocols to respond to inquiries. Escalates more complex issues as appropriate and maintains accurate records of all interactions.

While this position is largely remote, the Advisor must be within range of Quest's Tampa lab.

• Handles high volume of incoming calls in a call center environment.
• Evaluates and responds to employee inquiries 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 timeswhen dealing with others.
• Escalates more complex issues to appropriate team member or team.
• Creates and maintains detailed,completeand 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 HCM and Case Management System per established guidelines and authorization processes while ensuring accuracy of information.

• Updates employee records and files accurately.
• Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal,stateand local laws and regulations, and company policies and procedures.
• Provides callers with superior customer service.
• Performs other duties as assigned or requested

Required Work Experience:

2-3 years of Human Resources or Call Center experience

Preferred Work Experience:

HR Shared Services experience

Physical and Mental Requirements:

Routinely required to sit for long periods of time

Knowledge:

MS Office

Skills:

Strong Communication Skills - Written and Verbal