Human Resource Assistant - Full-time / Part-time

Customer Service

* Receives inquiries from customers (e.g., employees, managers and external candidates) in our HR customer service call center environment.
* Uses excellent communication and customer services skills to provide customers with accurate, consistent and timely responses to their questions, and issues regarding HR administrative and technology needs.
* Records caller inquiries and requests and communicates resolutions and updates cases using case management tools.
* Works to develop an in-depth understanding of the customers needs.
* Utilizes knowledgebase tool to provide consistent answers to customers.
* Determines if inquiry resolved to employees satisfaction and makes any required customer follow-up calls and conducts additional research as necessary.
* As required, escalates cases to appropriate Subject Matter Expert (SME) or Center of Excellence (COE) if functional expertise is required.
* Identifies and resolves the customers issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties.
* Educates customers on Tier 0 practices and tools such as intranet and knowledgebase to encourage customers to answer questions on their own.
* Educates customers on the functionality and use of Employee Self-Service (ESS) and Manager Self-Service (MSS).
* Interacts with other internal and external sources to ensure inquiries are properly directed for resolution.
Performs Transactions
* Performs basic administration processing and approval of transactions, data input and verification of required documentation.
* Ensures timely and accurate data entry and corrections of HR transactions into systems.
* Identify, navigate, research and troubleshoot HR transactional processes related to multiple HR based applications and associated systems.
* Retain ownership of assigned cases until closure with end user.
Continuous Improvement
* Analyzes own cases to evaluate if resolution requires changes to current process or if resolution should be added to the knowledgebase.
* Update and maintain knowledgebase FAQs, solutions and troubleshooting guides.
* Meets key performance measures such as average answer speed, case resolution time, customer service and call quality.
* Engages in continuous process improvement activities and programs.
* Participates in key projects within the department as assigned
Skills and Abilities:
* Strong technical aptitude
* Excellent interpersonal, customer service, and team oriented skills
* Excellent written and verbal communication skills
* Highly detail-oriented with high level of accuracy
* Thrives in a fast-paced environment
* Ability to access multiple software systems simultaneously
* Strong problem solving and analytical skills
* Proven success acquiring new knowledge and learning new skills
* Ability to balance needs of individual customers with the organizational needs
* Working knowledge of Microsoft office (Word, Excel, PowerPoint, Outlook)
* Ability to maintain the integrity of HR by adhering to strict confidentiality and respect of all employees

Minimum Qualifications (the following must be evident on your resume to be considered as a qualified applicant for this position):

* 2+ years of professional experience required
* Bachelor's degree.

Preferred Qualifications:

* HR Experience or Education preferred
* Call center experience preferred
* Verbal and Written fluency in Spanish, Portuguese or Canadian French preferred

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.