Apply on Employer Site

N.C. Department of Information Technology · 1 day ago

OSC Contact Center Representative, Tier I

Wake County, NC

Full-time

Hybrid

Entry Level

$42K/yr - $46K/yr

1+ years exp

The N.C. Department of Information Technology, through the Office of the State Controller, is seeking an OSC Contact Center Representative, Tier I. This role primarily involves serving as the first point of contact for state employees and vendors, addressing inquiries related to HR and payroll, and providing support for the HR/Payroll System.

Information Technology & Services

Work & Life Balance

No H1B

Responsibilities

Taking incoming calls as the first point of contact for state employees, HR administrators, and vendors with general processing of questions related to statewide benefits, HR issues, payroll and time

Providing support and assistance to employees using Fiori HR/Payroll System

Collecting and validating data required for day-to-day processing for HR and Payroll transactions and routing to the appropriate team for processing

Providing first point of contact support for the North Carolina Financial System (NCFS), documenting and assigning contacts that cannot be resolved at Tier 1

Assisting with the processing of all intake methods including phone, faxes, US mail, and e-mail requests

Qualification

Human Resources KnowledgeCall Center ExperienceFiori HR/Payroll SystemCustomer Service SkillsWritten CommunicationVerbal CommunicationDetail OrientedProblem Solving

Required

Bachelor's degree from appropriately accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience

Working knowledge of one or more specific human resources functional areas such as payroll, time administration, benefits administration, and salary administration

Experience working in a call center/contact center environment

Proven ability to communicate clearly, both written and verbally

Proven ability to work with automated systems

Ability to analyze customer and technical scenarios and escalate issues when needed

Detail oriented with proven ability to handle customer complaints, and at times, unpleasant customers