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Payroll Call Center Representative
Wollborg Michelson Recruiting is assisting our client located in Deer Valley, Phoenix to hire 15 Human Resources / Employee Relations Call Center Associates to start work in February.
Working for this large grocery company, you would work with your colleagues to support close to 300,000 associates within their family of companies. Callers will have questions about their payroll, hours worked, vacation time, taxes, and benefits-related topics. Every call is different so being flexible and ready is important.
Still curious? Keep reading!
With this company, they bring in our associates as a temporary worker with the opportunity to convert to a regular position if the employment standards are being met/exceeded and both parties are on the same page. The conversion time varies and is contingent upon business needs as well as your performance and commitment. Our hiring model is not unlike other companies in Phoenix, to explore the potential of both parties working together in the long-run.
The expectations of an associate brought on from a temporary agency are as follows:
The role is a full-time position. It is expected that you are available to work from 6:00 AM to 6:00 PM. Be on-time/ahead of time for every work shift is required. Meeting company performance expectations is critical to not only your job performance but also the entire department. Regular attendance is an essential job function. Excessive absenteeism or a pattern of absences or tardiness will not be tolerated.
At this company, associates get paid weekly. Part of the week is dedicated to processing payroll and part of the week is delivering that payroll to our associates. Mondays can be very busy with calls from over the weekend. Although they do have self-service for many payroll issues and strongly encourage self-help, sometimes associates are unable to log in to their portals. Many of their questions stem from inquiries about missing pay, deductions, how many vacation days one has left, why pay is missing or included, and where is overtime pay or differentials. Some associates may also have circumstances where garnishments exist, and benefit payments are being withdrawn or they are on a company-approved leave of absence. The middle of the week also gets extremely busy. Some of the associates receive a Wednesday paycheck depending on the location they operate out of. In other divisions, some associates receive checks on Thursdays or Fridays. What that means is that there is a big call volume on Wednesdays and Thursdays.
Since these roles support in many states, there are different legal guidelines that we must abide by in different parts of our country. This requires heavy use of a computer ticketing system to create cases and rely on critical problem-solving by using an online tools for answers to many questions. There are team leads to help you, yet the most successful agents are curious learners and attempt to problem-solve as much as possible before reaching out for help. Help is available though and we encourage using all your available resources to prevent providing an incorrect answer.
Personal, associate information is sensitive and protected by many laws. You will have access to information that you must be mindful of. All calls and screens are recorded which can be retrieved for quality assurance or legal purposes at any point in time. This is a big responsibility!
Many callers just need information quickly. Most calls come in from cellular phones and we must verify the callers to make sure we are protecting their identities. Some people are in a hurry and expect you to be as well. Some callers may also be upset and use words or language that may not personally agree with you. Your job is to de-escalate the call to the best of your abilities. It takes patience and a gentle approach to remind those individuals that are side-by-side as well.
As part of this role, it is expected that you will use your electronic support resources, learning materials, online systems, and be genuinely curious about the customer’s situation to provide stellar service. This means asking questions of the caller to best identify the path to take. This requires you to ask for clarification, ask why, how, when, where, and what occurred leading up to the situation the associate is calling about. Sometimes, the associate is not even sure what he/she is calling about and needs more than a textbook explanation. You may not have all the answers yet are expected to ask questions on every call – be professionally and intentionally curious!
These positions are temp to perm, so there is a career opportunity with great performance and attendance. If you are interested, please reply with your resume. We will be conducting phone interviews, in-person interviews, then background checks including criminal backgrounds, drug screen, employment verification and reference checks. The targeted start date is 2/24/19 and we are moving quickly with interviews as soon as tomorrow! Thanks for your interest and please reply as soon as possible with your resume.
We are seeking candidates with some exposure to payroll, employee relations, taxes, benefits, or positions where you have had to interact with customers with questions that require research or have dealt with sensitive matters.
- Customer Service experience.
- High School Diploma or Equivalent.
- background check, in accordance with local law/regulations.
- Authorized to work in the following country: United States.
Joshua Bramlett joined the Wollborg Michelson Recruiting Team in January 2018. Since that time, Joshua has supported recruiting and compliance efforts as a Recruiting Coordinator by sourcing, qualifying, and performing background verifications for candidates being considered for various clients’ roles. Because Joshua has excelled at a variety of positions in various industries prior to Wollborg Michelson Recruiting, he has a unique ability to fully understand the roles for which he is recruiting and hone in on the hiring manager’s hard and soft skill requirements when searching for the perfect candidate to fit. Joshua excels at forming strong and lasting working relationships with: candidates - to help minimize attrition, clients - to quickly find the right puzzle piece to their team, and other members of the Wollborg Michelson Recruiting team - to maximize the support leveraged to clients and candidates.