Service Center Sr. Specialist

We motivate. We empower. We lead. We follow. We laugh. We succeed. ACS offers innovative and effective outsourcing solutions for clients around the world. We deliver higher quality, increased productivity, and lower costs. Can we do that for you? Sure we can. For business process outsourcing (BPO) and information technology outsourcing (ITO), ACS is not a product, we're services. We're people making technology work. We'd be glad to demonstrate the ACS advantage. Let us tell you about our world-class people, our company, and the "can-do" attitude that motivates us to deliver nothing less than the very best. Service Center Sr. Specialist Job Description:Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!Service Center Sr. SpecialistAnswer and respond to incoming calls from employees and former employees. Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner Perform, track and log all transactions performed related to Human Resources and/or Benefits processes. Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues and provide mitigation suggestions.Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested.Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility to support peak volume events throughout the year.Respond to customer inquiries via email from the “Contact Us” featureAttend all departmental meetings and training classes as required.Follow established procedures on routine work, requires instructions only on new assignments.All other duties as assignedMinimum experience, skills, and academic background necessary to perform the position:Proven ability to work independently in a team setting using established processes.Instructions required on new assignments only.Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood.Ability to handle multiple tasks and prioritize while working in fast paced call center environment Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experienceAbility to maintain the appropriate level of process knowledge to assist callers Minimize and prevent some escalationsBachelor’s Degree preferred; High school diploma or equivalent required Essential experience includes a minimum of 1 - 2 years of call center and benefits or HR. Some customer interactions in this role may include responding via email to customer inquiries.ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.Job Experience:See Description.Minimum Education Required: AssociateYears of Experience Required: At Least 1 YearExpected Travel Time: None