Open Enrollment-Call Center Agent - Employee Service Associate

Computer Task; United States; Remote; USD 26,000 - 36,000; Full time

Job summary

CTG is seeking a Call Center Agent - Employee Service Associate for our client in California. This remote 7-month role supports benefits, HR, and payroll inquiries with a focus on first-call resolution and customer satisfaction.

The position requires strong communication, experience in a fast-paced call center, and comfort with remote work. Knowledge of Salesforce/HR systems and proficiency in Microsoft Office are highly valued.

Qualifications

• Experience delivering exceptional customer service and meeting quality targets.
• Proven ability to solve customer issues with a professional, courteous approach.
• Familiarity with benefits, HR and payroll topics is highly preferred.
• Strong written and verbal communication, including scripts and knowledge bases.

Responsibilities

• Handle and resolve customer questions related to Benefits, HR, and Payroll.
• Manage inbound calls with respect and professional courtesy.
• Troubleshoot issues using knowledge bases and provide solutions or alternatives.
• Maintain records in the call center database and meet team targets.

Skills

Customer service

Communication

Remote work

Call center

Microsoft Office

Salesforce

Talk Desk

ServiceNow

HR/Payroll knowledge

Open Enrollment

Education

High School Diploma

Tools

Salesforce

Peoplesoft

HCM

Talk Desk

ServiceNow

OneNote

Excel

Job description

CTG is seeking to fill a Call Center Agent - Employee Service Associate opening for our client in California.

Location: Remote

Duration: 7 months

Shift: M-F 8am - 5 pm PST (11am - 8 pm EST//10am - 7 pm CST)

Pay: $22.50/hr

Overview:

CTG is growing our Gold Standard Customer service team - if you enjoy working in a fast-paced environment, providing excellent customer service, and working remotely - please apply!

Immediate openings include customer service analysts to handle and resolve questions related to Benefits (Open Enrollment), HR, and Payroll.

Responsibilities & Skills:

• Have experience meeting performance and quality expectations.
• Able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping
• customer satisfaction at the core of every decision and behavior.
• Be a strong problem solver and use all available knowledge base resources to fully troubleshoot and
• resolve whenever possible.
• Manage inbound calls in a timely manner with respect and professional courtesy.
• Manage large amounts of inbound calls in a timely manner.
• Follow communication "scripts" when handling different topics.
• Identify customers' needs, clarify information, research every issue and provide solutions and/or
• alternatives.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

Qualifications:

• Exceptional Customer Service Skills.
• Excellent communication and interpersonal skills.
• Experience with working in a fast-paced, high-production Call Center environment.
• Experience de-escalating customer concerns and complaints.
• Ability to use Microsoft Office Suite - including OneNote and Excel.
• Previous remote work experience required.
• Strong written and verbal skills to communicate with customers and relay problems to Level 2 support
• and management.
• Aptitude to communicate professionally and respectfully with customers.
• Ability to prioritize and multitask to accomplish objectives in an organized fashion.
• Comfortable using a computer with multiple screens.
• Knowledge of Benefits (specifically Open Enrollment, HR, and Payroll (highly preferred).
• Familiarity with Salesforce, Peoplesoft, HCM (highly preferred).
• Prior use of Talk Desk, ServiceNow (preferred).

Education:

• High School Diploma

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients' digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years' experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what's next - working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you'll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.