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Customer Service

Company: Alight
Location: Tallahassee
Posted on: May 4, 2021

Job Description:

**Alight Solutions and NGA Human Resources** is a global leader in benefits, payroll, and cloud solutions supporting transformation programs for business-critical HR and payroll functions. The combined organization brings enhanced level of technological capabilities, functional expertise and geographic reach across benefits, payroll, and HR solutions to its client base. This is the core of our business, _the Alight/NGA Advantage_ and why we are recognized as a leader in the global HR solutions market, and a global SAP/SFSF partner. Our dedicated colleagues across 28 global centers, help 23 million people and their 11 million family members simplify work and life, both now and in the future. The drive to digital HR has changed how Alight/NGA operates; with our Success Factor VAR offerings evolving as we co innovate pre-packaged solutions with SAP, develop seamless HRIS to payroll integrations and lead with market insight on Best Practice HR transformation, process design and delivery. We are hiring Customer Service / Problem Resolution Associates to work onsite in our Tallahassee, FL center. As a Problem Resolution Associate you are the initial customer contact for our NGA Human Resources Outsourcing (HRO) customers. This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services. **Note: This role is located** **on site in our Tallahassee, FL center.** **Essential Functions** : + Answers and greets customer's calls in a courteous, friendly and professional manner using NGA HR policies, procedures and/or practices. + Listens attentively to customer needs/concerns; demonstrate empathy. + Clarify customer requirements; probe for and confirm understanding of requirements and/or problem 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 ticket/file via system. + Conduct correspondence with customers and team members. + Communicate effectively with individuals/team 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 NGA HR's services. This role is the Tier I position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.; . + Other duties, as assigned by your immediate supervisor and/or manager. **Required Education and Experience** : + High School diploma or GED + No previous experience required + Knowledge of basic computer operations + 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 + Willingness to rotate shifts, as needed + Ability to collaborate and work in a team environment, as well as, work independently and make sound decisions **What we offer at NGA HR** + Comprehensive Benefits + Flexible Spending Accounts and Health Savings Accounts + Retirement + Paid Vacation + Paid Holidays + Education Assistance + Career Development + Reward and Recognition Opportunities **NGA HR is an Alight company** By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. At Alight, we believe that diversity should be visible, valued, and sustained throughout the organization. Alight provides equal treatment and employment opportunities to all employees and applicants for employment without regard to any protected status or other protected characteristic. Alight does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities, sincerely held religious beliefs, practices and observances, unless doing so would result in an undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. **DISCLAIMER:** Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer. **About Alight Solutions** With an unwavering belief that a company's success starts with its people, Alight Solutions is a leading cloud-based provider of integrated digital human capital and business solutions. Leveraging proprietary AI and data analytics, Alight optimizes business process as a service (BPaaS) to deliver superior outcomes for employees and employers across a comprehensive portfolio of services. Alight allows employees to enrich their health, wealth and work while enabling global organizations to achieve a high-performance culture. Alight's 15,000 dedicated colleagues serve more than 30 million employees and family members. Learn how Alight helps organizations of all sizes, including over 70% of the Fortune 100 at alight.com **Our values are the essence of who we are:** **People Matter** We believe in the power of people and know that the best ideas can come from anywhere. We act with respect and accountability, mindful that our actions affect the lives of millions in meaningful ways. **Excellence Every Day** We believe that every day is an opportunity for growth and are energized by going above and beyond what's expected. We are one team, hungry for results, we focus on what matters, and know that for even the most difficult challenges, there is a solution - and we will find it. **Think Forward** We continuously reimagine what the future could be and believe that tomorrow is created by the actions we take today. We learn from one another, champion progress and challenge the status quo. **Act Now** We are brave in spirit, act decisively, learn quickly and get it done. **Be Real** We are forthright and genuine when we speak. People can always trust us to say what we mean and depend on us to do what we say. **Our Colleague Experience** At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter - together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life. We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience. Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place. Help us reimagine how people and organizations thrive! Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive. @AlightSolutions

Keywords: Alight, Tallahassee , Customer Service, Hospitality & Tourism , Tallahassee, Florida

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