Kaiser Permanente
Customer Service Representative - Nat'l Recruitment Programs
Oakland, Ca
Under limited supervision, the Customer Service Representative will be responsible for the accurate, timely, and efficient processing of Recruiting Systems Solutions (RSS) Business Support requests (job template requests, user access requests, etc.), while maintaining high levels of "customer service". This processing requires the effective communication with regional recruitment representatives, Recruitment Leadership and the RSS Business Support team, to assure the successful completion of the service request transaction.
Responsibilities:
- Quality check and enter job template submissions within defined Service level agreements (SLA's).
- Unload requests from RSS Business Support E-mail Box, enter into tracking form and triage to correct persons or Work-In-Progress Channels.
- Track requests to completion.
- Answer "Status" Questions from requestors.
- Quality check and data input of user access requests (activate, modify, and deactivate).
- Communicate with and advise the requestor when a request cannot be fulfilled due to missing or incorrect information.
- Run tracking and metrics reports at predefined intervals and on-demand.
- Communicate with requestors at key milestones in the process.
- Other duties as assigned.
- Associates Degree or equivalent successful work experience.
- 2 years successful experience in a customer service business office environment.
- Experience with MS Office, E-mail / Lotus Notes required.
- Basic to intermediate knowledge of Excel required.
- High volume transaction processing, must have attention to detail with a customer service attitude.
- Good verbal and written communication skills.
Preferred Qualifications:
- Experience working with recruitment systems (i.e. Taleo).
- 5+ years of successful experience in a customer service business office environment.
- HR business experience is a plus.
- Basic to intermediate knowledge of Access.
