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Company Name : NuAxis
Location : Lakewood, CO
Position : Call Center Analyst – HR Desk
Job Description : We are currently seeking a Human Resources Service Center Analyst for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service oriented and motivated individual to fill this role.Essential Functions: Some of the primary responsibilities of this role include:Handling incoming phone requests from customersHandling incoming electronic requests (Chat, Email, and Fax) from customersCreating, tracking and resolving Human Resources (HR) application incidents and service requests.Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)Researching customer request to ensure accurate information and resolutions are providedEscalating customer requests that cannot be handled at the Service Center to the appropriate support teamUsing customer service skills to clarify customer issues and requests to ensure proper resolution or escalationCreating, updating and retiring service center knowledge documentationAttend and participate in team meetings to surface and discuss process improvements and service offering changesEducation: High school diploma or equivalent. Bachelor’s Degree preferred.HDI Analyst Certification (e.g., CSA, SCA, DST, etc.) – required within 90 business days of hireKnowledge Requirements: Critical thinking skillsActive listening skills and effective communication strategiesEnterprise ticketing application experience – BMC Remedy Service Management experience preferredHuman Resource application support experience preferredExperience: Two (2) + years of customer service experience. Service desk or call center experience preferred.Job Types: Full-time, ContractPay: $39,500.00 – $43,000.00 per monthEducation:High school or equivalent (Preferred)Work Location: One location
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