HR Customer Service Rep - French Bilingual: Coca-Cola Enterprises

Job ID:                  181972
Company Name:     Coca-Cola Enterprises
Job Category:             Human Resources; Retail
Location:                Brandon, FL
Position Type:             Full-Time, Employee
Experience:                 Unspecified

Our People. Our Products. Our Pride.

Coca-Cola Enterprises, established in 1986, is a company with roots extending back to 1899, when the first Coca-Cola bottling operation began. In fact, when the first bottling franchise began operations in 1901, it operated under the ownership of Benjamin F. Thomas and James F. Johnston, grandfather of our former Chairman of the Board, Summerfield K. Johnston, Jr.

Though Coca-Cola Enterprises is now the largest soft drink bottler in the world, each of our local bottling operations represent several decades of success in building the strongest brands in the world. Maintaining the local aspect of our business continues to be an integral part of our success.

Job Description

JOB TITLE:
HR Customer Service Rep - French Bilingual

JOB OBJECTIVE:

Using customer interaction skills, HR Customer Service Representative (Tier 1) will be the first point of contact responsible for the resolution of employee and manager inquiries and requests that are received via phone, email, the HR portal, or other access channels. The inquiries will be related but not limited to employee relations, new hire, separation, payroll and time, organizational management, and compensation. The HR Customer Service Representative will use case management tools to respond to and track employee and manager inquiries, primarily relying upon standard screens, scripts, and procedures for call resolution. This role will work with technical tools such as employee and manager self-service, SAP, case management, and telephony.

JOB RESPONSIBILITIES:

* Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels.
* Helps customers navigate through Tier 0 (self help) materials and functionality.
* Seeks rapid and efficient resolution of ‘How To’ questions using scripts, FAQ’s, and desk top procedures without deviation, promptly resolving upon first call/contact.
* Understands scope of services and escalates items to Tier 2 as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate Tier 2 support.
* Logs all calls on the case management system. Updates other systems as needed.
* Abides by documented Quality guidelines when handling customer calls.
* Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
* Follows operational procedures by adhering to an assigned schedule. Displays dependability by being punctual and achieves an appropriate level of attendance.
* Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.
* Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.
* May assist with outbound calls, process improvement, support work, knowledge base improvement suggestions, and peer coaching.

JOB REQUIREMENTS:

Required

* High School Diploma or equivalent required
* A minimum of six months previous customer service experience in a contact center or one year of related human resources experience.
* Computer aptitude, including typing of at least 35 wpm, accurate data entry, and the ability to effectively work in a Windows based environment.
* Excellent verbal and written communication as well as listening skills.
* Must work well, both independently and with a team.
* Ability to work in a fast paced, rapidly changing environment.

Preferred

* College coursework preferred
* 2+ years previous customer service experience in a contact center.
* Human resources/payroll experience preferred.
* SAP
* Case management system experience.

APPLY HERE

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Tags: bilingual job, case management tools, Customer, customer service rep, Employee, employee relations, interaction skills, Operations, Organizational, organizational management, Process, technical tools, written communication