HR Call Center, Professional ( Contact Center Representative Associate )

Location: McLean, VA

Primary responsibilities include:
HR Service Center & Case Management System Administrator (ServiceNow a plus)
•Adding new HR knowledge articles
•Working with employees to identify resolutions to system issues
•Analyzing data and reporting trends
Call Center Customer Service Support
•Answer employee and manager questions in a clear, concise, and timely manner
•Ask appropriate probing questions to ensure all the information necessary is received to resolve any matters that arise
•Conducts research on topics to either provide the necessary information to the customer or escalate the question to the appropriate specialist
•Log all activity in the service center tracking tool
•Provide feedback to business entities if multiple incidents are received on the same topic
•Follow up with HR specialists on issues that have been escalated to ensure they are closed out in a timely manner and customer is satisfied
•Exercise good judgment and discretion when accessing highly confidential information