Job Description
Contractor Care Representative (Remote)
Shared Services
Remote, Pennsylvania | FTE
Job Description
Any salary estimation specified by this job board may or may not align with our organization’s pay philosophy. Apply to connect with a Talent Acquisition Partner who can provide more details!
About Yoh
Yoh is all in and ready to go! We deliver immediate critical talent search and outsourced and managed services. That means we match the best to the best and leave the rest to the rest. It also means providing unmatched service to our clients and employees. We are headquartered in Philadelphia, PA and operate out of more than 75 locations. Pretty big, right? Well, at almost half a billion in sales, we are one of the largest talent and outsourcing providers in the U.S. Are you ready? At Yoh, we’re excited about what we do, how we do it and most of all, where we’re headed – together. Come join in on our purpose – We put people to work, we protect American freedoms, and we help our customers power and improve the world! www.yoh.com.
We’re looking for a full-time, staff Contractor Care Representative to join our Yoh team. This is a remote opportunity! The Contractor Care Representative is responsible for handling employee inquiries from initial contact through to final resolution. Resolves Tier 1 and some Tier 2 issues and cases through knowledge, investigation and analysis. The Contractor Care Representative participates in Call and Case Calibration process by analyzing assigned calls and cases to ensure call quality, case documentation and issue resolution. This position is responsible for working with Tier 2 (BSO/IT) & Tier 3 (Business Rep) to get resolution when needed. The Contractor Care Representative will focus on customer needs with a commitment to quality and customer service; handling inquiries/cases in a professional manner and driving issue resolution.
As the Contractor Care Representative, here’s the work you’ll do:
- Provide guidance to employees completing their electronic onboarding and I-9 paperwork.
- Respond to employee inquiries regarding process, general policies and procedures for items such as expense reimbursement, time collection, benefits, etc.
- Serve as the primary point of contact for contract employees, independent contractors, and subcontractors. Respond to employee inquiries submitted via ticket management system, phone, and email. Take ownership of the employee issue until brought to a resolution. Responsible for working with Tier 2 & Tier 3 to get resolution when needed. Research, prioritize, and escalate employee issues as necessary. Accountable for documenting all employee interactions in the ticket management system.
- Utilize SAP to run reports, review and update employee records to ensure compliance with company and customer requirements. When non-compliance issues are uncovered, work diligently to address and resolve, escalating areas of concern as needed. Complete customer audits by reviewing HR and payroll records to ensure company and customer compliance.
- Provide coverage as needed for other areas, participate in projects and system improvement initiatives, and perform other duties as assigned.
- Comply with and administer Data Privacy policies, principles, and procedures. Maintain customer and employee confidence and protect operations by ensuring the minimal, secure, approved, responsible, and confidential handling of data, as well as breach notification.
This role is for you if you have these skills:
- Ability to focus on customer needs with a commitment to quality and customer service.
- Excellent verbal and written communication skills. Ability to communicate over the phone with ease, even in difficult situations.
- Strong attention to detail and excellent organizational skills.
- Effectively handles demands from multiple customers and pressures from competing priorities.
- Strong computer skills, including Microsoft Office applications. Ability to develop proficiency in SAP and Issue/Case Management Applications. Proven ability to work with a variety of systems. 1-2 years’ experience working in SAP is preferred.
And if you have these qualifications:
- High School Diploma, Bachelor’s degree preferred.
- At least one year of customer service experience, three (3) years of Shared Services Call Center experience preferred.
- Great attitude and team player.
- Successful completion of background screening process.
We care about our employees and it shows. Our staff receive a competitive salary and a comprehensive benefits package which includes medical/Rx, dental and vision coverage; life, AD&D and disability insurance; flexible spending accounts; 100% paid maternity leave for up to 12 weeks, parental leave, family leave, other paid time off; voluntary benefits and discount programs to meet our employees’ individual needs including pet insurance for our furry family members!
To ensure a safe work environment while meeting the physical demands of the job, you must be able to perform the following physical and mental tasks, with or without a reasonable accommodation:
- Visual acuity (e.g., needed to prepare and analyze data, to transcribe documents, to view a computer, to read, to inspect objects, to operate machinery.
- Repetitive motion of any part of the body
- Manual Dexterity (e.g. picking, pinching, typing, or other working that uses fingers)
- Hearing
- Talking
- Capacity to think, concentrate and focus for long periods of time.
- Ability to read complex documents in the English language.
- Capacity to reason and make sound decisions.
- Ability to write complex documents in the English language.
- Capacity to express thoughts orally.
- Ability to regularly perform all job functions at Company’s office or worksite.