Customer Experience Professional

Who We Are

Robert Half is seeking a Customer Experience Professional to be a part of the Customer Service Department. The department strives to provide high quality and timely support to internal and external customers. Customer Service personnel typically interact with RHI branch sales personnel, external job candidates, Clients, internal departments (e.g. Payroll, Data Entry, etc.) and outside agencies and handle a variety of service requests that relate to payroll, benefits, employment verification, etc. The Customer Service department responds to a high volume of telephone, email and written inquiries, all of which require the identification, acknowledgement and analysis of customer needs/problems. The Customer Service Department routinely initiates corrective actions or provides recommendations on how the problem can best be resolved to meet or exceed customer expectations. The accuracy, timeliness and quality of response provided on a daily basis to each customer interaction are critical to RHI’s success. Inquiries handled by the department can relate to both US and Canadian operations. In performing this function, Customer Service personnel are responsible for developing and maintaining positive customer relations.

What You'll Do

• Acts as the first point of contact via phone call, email or callback for candidate/Field Offices/Clients on payroll/time entry system, or access issues related to the online time reporting system, compliance requirements, benefits, 401K, sick pay, verification of employment requests, Canadian ROE's & Availability, and tax inquiries/issues. To resolve these issues a detailed understanding of the existing multiple systems and business processes used within the Customer Service and Payroll Operation departments (PeopleSoft HCM, ""Online Time Reporting and Approval"" system, Micro J Plus, Livelink, W-2 software, Excel, Word, CIC Client, and outlook) is necessary in order to be successful in this role.
• Customer Service Representatives resolve issues accurately and timely, by using their diverse knowledge of Field Service Center Departments and Branch functions.
• Processes and documents transaction or Initiate a form to be resolved by Payroll Operations.
• Educates branch offices about timelines, procedures and the cost/benefit of various alternatives.
• Educates candidates about the various self service options via the websites and Interactive Voice Response (IVR).

What You'll Need

• High school diploma or equivalent.
• 3+ years previous customer service experience required.
• 1+ years Call center experience.
• Payroll experience a plus.
• Knowledge of Microsoft Office Suite applications, with ability to learn other applications easily.
• Knowledge PeopleSoft other HR applications preferred.
• Exercise of judgment, knowledge/recall, hearing, ability to speak and write clearly, visual ability.
• Ability to sit for extended periods of time.
• Ability to enter data. Use of call center telephone/email application or other office equipment.
• Ability to demonstrate attendance. Ability to sequence, follow directions.
• Ability to collaborate with team and others to perform work responsibilities.
• Ability to meet or exceed all quality standards.

The typical annual salary range for this position is shown below and is negotiable depending upon experience and location.

We offer exceptional earning potential and a competitive benefits package, including group health insurance benefits (medical, vision, dental), FSA and HSA healthcare accounts, life and accident insurance, adoption and fertility assistance, paid parental leave of up to 6 weeks, and short/long term disability. Robert Half provides paid time off for vacation, personal needs, and sick time. The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week. A new hire earns up to 17 days of CTO per calendar year. Our people also receive up to 11 paid holidays per calendar year. We also offer the opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees. Learn more at https://roberthalfbenefits.com.

Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran

As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.

Our recruiters use their expertise and may utilize AI to help with their evaluation of candidates.

Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to HRSolutions@roberthalf.com or call 1.855.744.6947 for assistance.

In your email please include the following:

• The specific accommodation requested to complete the employment application.

• The location(s) (city, state) to which you would like to apply.

For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.