Service Center Specialist

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

CSI Companies is seeking Remote HR Call Center Specialists to work with one of our top clients and a Big 4 Accounting Firm!

Location: Nashville, TN

Type: 100% Remote

Pay: $20 - $22/hour

Duration: 6+ Month Contract

Shift: Monday - Friday 8am - 5pm

Description:

Serve as a subject matter expert for Benefits, Leaves, Payroll, and Talent by providing accurate resolutions on first contact and delivering a high-quality customer experience.
Interpret, analyze, and articulate complex employee benefits and payroll information while ensuring compliance with regulatory standards (HIPAA, PII, ERISA, IRS).
Explain and support Talent and Leave of Absence policies and procedures in a clear and empathetic manner.
Educate employees on how to access resources and information via Deloitte’s intranet.
Resolve inquiries directly when possible; escalate complex cases to higher-level support as needed.
Document, track, and summarize all customer interactions accurately in the Deloitte Case Management System.
Handle sensitive and personal matters with professionalism, discretion, and empathy.
Act as a calming influence during crises while maintaining a focus on employee needs.
Contribute to a positive team environment while adhering to schedules set by the Workforce Management Team.
Dedicate to delivering a distinctive end-to-end customer experience across all touchpoints.

1–2 years of experience working in a remote environment.
1+ years of experience with benefit and retirement plans, HR practices, leave and disability support, payroll processes, or shared services delivery (preferred).
1+ year of customer service experience, including at least 6 months in a contact center environment (phone and email; chat/instant messaging a plus).
Associate’s or Bachelor’s degree preferred.
Proficiency in Microsoft Outlook and Word; strong technical aptitude.
Experience with HR systems, payroll platforms, and employee self-service tools.
Excellent oral and written communication skills with strong interpersonal abilities to engage effectively across all organizational levels.
Proven problem-solving, analytical, and research skills.
Ability to work independently, exercise discretion with confidential information, and involve leadership when appropriate.
Strong listening skills and consultative approach to help employees make informed decisions.
Ability to remain calm, empathetic, and professional in sensitive or high-pressure situations.
Flexible and adaptable to changing priorities in a fast-paced environment.
Team-oriented with a strong client service mindset.
Commitment to meeting performance expectations, including quality, customer satisfaction, schedule adherence, and attendance.

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