After Hours Customer Service Representative

Ceridian is changing the world of work by enabling companies to be free to succeed in their core business through its suite of innovative managed human resource solutions for HRMS, payroll, tax filing, application outsourcing, time and attendance, benefits administration and employee effectiveness services. Ceridian Corporation (NYSE: CEN) is an information services company serving businesses and employees in the United States, Canada and Europe. For more information about Ceridian's comprehensive array of human resource solutions, visit www.ceridian.com/myceridian. EEO/M/F/D/V

FUNCTION:

Customer Service Representatives will be responsible for:
Providing first contact for all callers seeking services and triages the caller to the most appropriate resource for assistance
Handling customer service-related inquiries via telephone, fax, or email.
Communicating information on complex issues to counselor staff.
The accuracy of data entry and documentation on the call into the Case Management System.
MAJOR RESPONSIBILITIES:
Confirming the customerâ??s level of service.
Effectively addressing the customer by resolving their need or referring caller to most appropriate staff person.
Obtaining a general knowledge of FOH EAP services and website.
Gaining the ability to successfully navigate computerized data entry system and any other relevant applications and provide thorough documentation of caller contact.
Cooperates with team members to ensure customer service coverage is not jeopardized.
Having a basic understanding of the fundamental components of the FOH EAP.
Following standard processes and procedures as established.

Knowledge, Skills, Abilities:
Bachelorâ??s Degree
At least one year of customer service experience.
Good verbal and written communication skills required.
Good problem solving skills and ability to work in a team setting are required.
Strong rapid relationship building skills.
Professional conduct.
Excellent interpersonal and collaborative skills.
Strong customer centricity.
Basic skills in the use of computerized applications are expected; intermediate skills or better are preferred.
Attention to detail required.
Previous experience and knowledge of EAP services is a plus.
REQUIREMENTS
see above.