OSC Contact Center Representative, Tier I

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.

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

Skills

• 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

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