At a glance: ~ Full-time ~ Onsite in Tallahassee, FL ~ Just ONE interview ~ $18.50/hr W2 Official job description: The Performance and Talent Management Associate function is responsible for managing and establishing all recruiting and job postings for the state of Florida via calls, cases, and simple inquiries that come from our clients' Human Resource Hiring Managers. The Role A Performance and Talent Management Associate is the initial customer contact for our contracted state of Florida Human Resources Hiring Managers. This vital role will communicate and process requests via inbound calls, emails, cases and/or outbound calls for the purpose of establishing state agencies job advertisements on the State of Florida job recruiting website. You will also be tasked with resolving routine problems and/or providing services to potential state of Florida candidates. Key responsibilities of the role include: • Call/Email/Case/Chat Resolution • Simple information inquiries • Dispatching tickets when unable to resolve • Data input that can be done as 1st contact resolution (real-time communication channel) • Answer and greet customer's calls in a courteous, friendly, and professional manner using HR policies, procedures, and/or practices. • Listen attentively to customer needs/concerns; demonstrate empathy. • Clarify customer requirements; probe for and confirm understanding of requirements and/or problems as the first contact resolution. • Confirm customer understanding of the solution and provide additional customer assistance/education, as needed. • Prepare and complete accurate work and update customer tickets/files via the system. • Conduct correspondence with customers and team members. • Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer requests. • Effectively transfer misdirected customer requests to the appropriate party. • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. • Participate in activities designed to improve customer satisfaction and business performance. • Occasionally use decision-support tools to answer complex questions or to verify subject matter details. • Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. • Offer solutions to issues that are often non-standard/non-routine and require some clarification. • Maintain a broad knowledge of HR's services (HR Administration, Talent Administration etc.) • Activities involve different and unrelated processes and methods. • The decision regarding what needs to be done depends on the analysis of the subject, phase and/or issues involved and a chosen course of action may have to be selected from many alternatives. • Unusual or complex situations and problem-solving are deferred to higher levels for approval prior to implementation. • Direction is provided on assignments with incumbent determining appropriate use of established methods, tasks, and priority. • Some scope in determining priority or approach to work in absence of established procedures but guidance is readily available and required prior to taking any special action or exception. Skills and Experience A unique chance to build a career in a vibrant, agile, and growing organization, yet one with truly global client relationships and a wide range of opportunities. We're dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Discover what A World of Opportunity can mean for you. HR/Payroll Administration • A basic to good understanding of HR and/or payroll processes, practices, and associated legislation and effectively apply this knowledge. • An understanding of the scope of services and key performance indicators (KPIs) that apply to own role. • Follows customer service standards. Tools and Systems • Understands how the available tools and systems enable the delivery of service excellence. • Uses these tools and systems effectively and consistently. Legislative & Internal Compliance • Understands external, client, and internal compliance requirements. Applies relevant business controls. • Escalates compliance issues where they arise. Prioritization Skills • Understands and delivers relevant priorities. • Provide proactive updates, follows-up on activities, and inform others when work is completed. • Use time effectively and prevent irrelevant issues or distractions from interfering with work completion. Required Education and Experience • High School diploma or equivalent • 1 - 2 years of relevant experience • Proficient with Microsoft Office software and computer technology • Ability to demonstrate excellent customer service/support skills • Ability to demonstrate excellent written and oral communication skills • Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards • Must have organizational skills, such as the ability to multi-task, set priorities, and follow up in a timely manner Additional Preferred Education and Experience • Graduates welcome to apply • A background in staffing and recruiting would be desirable. • Willingness to rotate shifts, as needed • Ability to collaborate and work in a team environment, as well as work independently and make sound decisions • 2 years of Technical Support Administration experience Key Competencies and Description • Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results. Has a positive sense of humor & outlook. • Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and putting forward creative solutions to drive continuous improvement. • Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives, and future personal career opportunities. • Be Client-Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and priorities. • Be Effective - Demonstrate knowledge of the company Way, our values, and levers for success. • Sets individual priorities, goals, utilizes tools & technologies to act fast to achieve maximum personal productivity
