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Customer Service Specialist - ESC

Phoenix, Arizona | Contract To Hire

Job ID: 55981 Position: Customer Service Branch: Phoenix
8 Contract to Hire opportunities in NW Phoenix Large STABLE and growing company seeks 8 Customer Service Reps taking inbound calls.  NO SALES/COLLECTIONS

- Provide customer with current leave balances including vacation, sick, jury, bereavement, etc. based on federal/state, company, labor contract regulations. Provide analysis of accruals and time taken to validate balances and review with customer. Refer issues or incorrect balances to the processing teams for validation and correction.

-  Answer questions, complaints regarding customer paycheck information including earnings, deductions, tax information, and for accounting purposes where charged. Validate these components and communicate to customer. If discrepancy identified start process for adjusted paycheck or instruct customer to contact their manager to request adjustment.

-  Answer customer calls regarding direct deposit, employee tax set-up, and general deductions. May require research and initiating pay adjustment. Instruct customer to complete appropriate forms to process required changes.

-  Perform miscellaneous duties such as wage histories, time loss, and short term disability, employment verifications, processing of returned checks, and initiating W-2 reprints, and assisting in entry level processing support.


Skills and Background: 

- Requires analysis, some judgment, and sensitivity to customer questions and issues.

- Some working knowledge of payroll, human resources, labor contracts, federal and state labor regulations.

- Working knowledge of PeopleSoft, leave management system, call center phone application, MS Office.

- Strong sense of customer service, verbal communication skills, business ethics, sensitivity to confidential information.

- Must be dependable and able to handle a fast paced high volume call center atmosphere.

Education Level:   H.S. Diploma or G.E.D. required.

Experience Level:  1-2+ years of payroll, human resources processing or customer service experience preferred.

Heidi Fausel
Branch Manager

Originally from Texas (and fortunately / unfortunately still a Cowboys fan), Heidi has been involved with recruiting since 1992. She was recruited by Wollborg Michelson to open their new Phoenix division as business began to rapidly expand. Her philosophy for recruiting is focusing more on the “gray” of the resume vs. the “black and white”. She looks for what’s not on the resume just as much as she looks for what is on it. The reality is, employees tend to leave a company due to the culture or environment. She strives to find the personality aspect that is so important in making sure an employee is viewing the position as a career, not simply a job. You will find that she will ask her clients as many questions regarding the culture of the company as she does the job requirements. Skills can be trained; it’s that right personality she’s after. In her “off” time, Heidi is the Founder and CEO (Chief Elf Officer) of Christmas Milk® Brands eggnog. A seasonal beverage she created after she and her husband adopted the first of what ended up being four children out of the foster care system (there’s a wonderful story behind the name). She is an advocate of adoption through the foster care system and donates a portion of profits each year from her Christmas Milk® sales to help more children in foster care find their forever home. When she’s not spending time with her family, she’s spending time with her “4-legged” family as she also has 5 rescue dogs. Let’s just say Heidi is good at multi-tasking.

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