21 days old

Case Specialist II

Kelly Services
St Petersburg, FL 33747
Kelly Services is looking for a Case Specialist for one of their customers in St. Petersburg, FL to join their team a 3 month temporary contract to possible perm.

Kelly is a full-service workforce solutions provider to 98% of the Fortune 100 companies. We provide employment to more than 700,000 people annually and we deal with some of the largest and best companies both nationally and locally.

**Shift:** Monday Sunday 8am 8pm EST.

**Contract:** 11/09/2020 to 02/28/2021; Possibility of temp to perm.

**Pay Rate:** $17.00 hourly

**Location:** St. Petersburg FL 33711

**Job Summary:**

+ Reporting to the Customer Support Manager, the Contact Center Representative responsible for respond to all calls and emails.

+ This person is responsible to build strong relationships focusing on building a world class customer experience for our Managed Customer.

+ Contact Center Representative is responsible for providing quality technical end-user support to internal and/or external customers utilizing Ceridian products to ensure satisfaction, retention, and growth of customer base.

+ He or she will collaborate with client administrators as well as internal partners, and Service teams to champion client priorities and drive incidents to closure.

+ The Contact Center Representative will combine strong technical and functional problem-solving skills with a keen business sense to deliver top notch client-focused support.

+ This is an on-site call center position, and there are no telemarketing and limited outbound phone calls involved with this position.

**Job Responsibilities:**

+ Leveraging strong analytical and problem solving skills to efficiently resolve incidents.

+ These incidents can be in the form of a phone call, voicemail, customer portal, or email.

+ Providing clients with regular and timely incident updates, reducing critical situations and completes action plans.

+ Maintaining the highest level of client satisfaction

+ Identifies root cause or engages resources to isolate customer problem or resolve intermediate issues that occur in a constantly changing technical environments by probing, troubleshooting, and educating customer on products/services.

+ Documents thoroughly the processes and methodologies used to diagnose and resolve customer issues into appropriate service tools.

+ Assisting with a wide variety of operational projects including:

+ Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.

+ First point of contact for employees of our clients (consumers)

+ Complexity could vary based on client mix and reps need to be well-versed/cross-trained on multiple clients

+ Use internal knowledge base to respond to common & complex service questions and inquiries.

+ Position entails a high amount of customer interaction over the phone. Ensure that customers understand the resolution and provide on-going education to customers in a complex ever changing environment.

+ Listen attentively to customer needs and concerns; demonstrate empathy with an and eye towards resolution

+ Proficiently navigate CRM entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner

+ Communicate effectively with individuals/teams to ensure high quality and timely completion of customer requests.

+ Work towards an I own it resolution of all issues. Demonstrates attitude of I Own It

+ Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Gives recommendations for process improvements.

+ Participate in activities designed to improve customer satisfaction and business performance.

+ Metrics driven contact center environment. Ability to meet productivity, quality and compliance goals

+ More complex product, multiple modules application. Ability to learn complex products and offerings and complex client questions. (Comp - because tool is complex, the questions are more complex end user understands it less).

+ Able to understand and articulate client specific polices and pay practices while representing the clients culture

+ Ability to de-escalate callers when needed

+ Contributing to the support knowledgebase

+ Act as change agents with new and existing clients

+ Strong understanding of how Dayforce works and provide guidance to callers Payroll, Benefits, Wage Garnishment

+ Payroll Knowledge - demonstrates intermediate knowledge of payroll concepts, legislation, regulations, accounting, calculations and terminology

+ Available for support from 8am 8pm EST.


+ As Contact Center Representative, you must a fast learner, be confident, punctual, and self-motivated with a strong work ethic and able to work well under minimal supervision.

+ You must also be a team-oriented person who is open minded and willing to learn and the ability to function effectively in a fast-paced work environment with deadlines.

+ It is also vital for your role, that you are articulate with excellent verbal and written communication and interpersonal skills and the ability to easily establish rapport with customers.

English & Spanish speaking

English written skills, Spanish written skills a plus

High school diploma, college experience or degree a plus

Extensive customer service experience required

2+ years Call Center experience preferred

Computer proficiency, particularly with Microsoft applications as well as web-based applications

Demonstrated critical thinking skills

Experience in a Payroll and/or Benefits environment a plus

Able to demonstrate strong written and verbal skills

Effective typing skills and the ability to update a case management system while talking to the client on the phone

Ability to learn new and emerging technology

Payroll certification a plus

Experience with payroll, tax, time and attendance/workforce management applications a plus

Familiarity with Microsoft Server Technology (e.g.; Windows/SQL Server)

Minimum of 1-year experience in an application support (i.e. tier 1 or tier 2 support) role a plus

Competencies -Analytical Skills; Effective Communication Skills; Self-Management; Time Management; Organizing, Planning and Prioritizing Work; Problem Resolution; Achievement Focused; Customer Relations; Interpersonal and Team Skill; Troubleshooting; Follow through; Technical Aptitude

**Kelly Temporary Employee Perks:**

+ Kelly-sponsored Affordable Care Act health care coverage available for eligible employees

+ Group medical, prescription, vision, dental, life, and short-term disability insurance options that are available for purchaseand the coverage is portable

+ Service bonus plan

+ Holiday pay plan

+ Weekly electronic pay options

+ Free online training campus available

+ Exclusive online employee community

+ Employee assistance program (EAP) available at no cost

+ Corporate discounts

+ Transportation spending accounts

This position is recruited for by a remote Kelly office, not your local Kelly branch. To be considered for this position, you must submit your resumes. If you have questions about the position, you may contact Cassandra at , however your resume must be received directly from the job posting. Due to the high volume of responses anticipated, only qualified candidates will be contacted.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At **Kelly** , were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

Posted: 2020-10-09 Expires: 2020-11-09

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Case Specialist II

Kelly Services
St Petersburg, FL 33747

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