OverviewThe Customer Service Representative (CSR) is responsible for providing effective customer service for all AMER Kelly Services Employees and Field by using knowledge of company processes, applications and services. CSR’s interact with employees to provide information in response to questions, concerns and issue resolution via phone and case.
Responsibilities Customer Support
- First level support of Payroll, Taxation (W2, T4, and W4), Wage & Hour Compliance (Wage & Hour), Garnishment, Payment options (Money card, Direct Deposit, Check), Bonus, Expense Reporting, Time submission, Multi State Anti-Harassment training per requirements, Work Time Screenings, Holiday pay, Sick & Safe Leave plans for the AMER Region, etc.
- First level support of HR related activities.
- First level support of the Emergency Operations Center during disaster situations across the AMER region.
- Special projects or new support activities based on the business requirements of Kelly.
- Ability to manage third party interpreter during call.
- A positive attitude, even when faced with misplaced criticism or frustration.
- The ability to learn quickly and move on from both success and failure.
- Process resolution of employee and field issues according to established policies, knowledge articles and procedures.
- Work closely with 2nd level teams for all issues not resolved at first call, 1st level.
- Support Team performance goals including After Call Work (ACW), First Call Resolution (FCR), Average Speed to Answer (ASA), Customer Satisfaction (CSAT), Quality Assurance (QA), and Call Abandon Rate (CAR)
- Adherence to Schedule.
- Documentation of all inbound calls in case management tool.
- Assist with special projects or specialized team roles.
QualificationsCandidate must demonstrate an ability to multitask, an attention to detail, good communication skills, customer interaction skills, patience in dealing with confused or irate customers, problem solving skills, commitment to continual education about the company, processes and services.
Ability to manage fast pace inbound contact center calls.
Technical proficiencies (Computer experience and aptitude required)
- MS Office Suite
- Bullhorn
- Salesforce
- Front Office applications
Kelly Services Branch experience a bonus.
Bonus requirements: Bilingual in French Canadian or Spanish; knowledge of Salesforce, Peoplesoft, Peoplenet, AESOP, and Payroll.
Get a complete career fit with Kelly®.
You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.
About Kelly
Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Kelly participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que está autorizado a trabajar en los Estados Unidos.
