Call Center Representative

Duration: 3 Months (possibility of extension)

Pay Rate: $32/hr. on w2.


Job Description:

  • Provide professional and quality customer service to employees through adherence to the department’s scripts, and in compliance with corporate policies and procedures.
  • Use Cisco-Finesse VoIP application to manage inbound and outbound calls in queue and to optimize employee experience.
  • Respond efficiently and accurately to callers explaining possible solutions and ensuring the employee feels supported.
  • Utilize knowledge base to resolve inquiries.
  • Guide callers through troubleshooting and navigation assistance with ESS, MSS and ERC webpages
  • Complete payroll and timekeeping related forms
  • Identify, prioritize, and escalate complex issues and provide follow-up/closure.
  • Create and maintain Service Now tickets to ensure efficient handling and prompt response.
  • Participate in trainings and stay updated on applicable software, policies, and procedures.
  • Maintain performance and quality standards based on established call center metrics.
  • Perform other related duties and special projects as assigned by the call center administrator.



  • Bachelor’s Degree
  • 1+ years of related experience in a call center environment or satisfactory equivalent combination of education, training, and experience

Preferred Skills:

  • Ability to work in a fast -paced environment while keeping a high attention to detail.
  • Payroll and Timekeeping experience
  • Ability to communicate professionally and effectively over the phone and in email.
  • Experience in planning, prioritizing, and organizing work effectively to produce measurable results.
  • Strong research, communication, and problem-solving skills
  • Ability to deal with demanding customers and escalations.
  • Strong technology and computer skills
  • Intermediate to advance skills in Microsoft Office applications including Word, Excel, and Outlook

Professional Competencies:

  • Customer Focus
  • Functional/Technical skills
  • Written/Oral Communication
  • Positive attitude

Experience Required:  Two years recent Hospital/Healthcare/HR Customer care / Payroll.

Shift: 8:00 AM - 4:30 PM