Contact Center Representative

Job Summary

We are seeking a highly meticulous and customer-centric Contact Center Representative to join our team. In this role, you will be the voice of Veritas Prime’s support services, serving as the primary point of contact for employees navigating their HR journey.

You will manage omnichannel inquiries spanning payroll, benefits, and general HR system navigation. Because you will be handling sensitive, personal employee data, an extraordinary attention to detail is paramount to success in this position.

Roles & Responsibilities

• Omnichannel Support: Manage and resolve incoming employee inquiries via phone, email, chat, and ticketing systems with a high degree of professionalism and adherence to SLAs.  .

• Employee Experience Optimization: Deliver a seamless, empathetic support experience by guiding employees clearly through complex payroll cycles, benefits enrollment periods, and company policies, ensuring they feel heard and supported at every step. 

• System Navigation: Assist employees in navigating HR portals and employee self-service tools, troubleshooting basic user-access issues.

• Data Integrity & Documentation: Meticulously log all interactions, case notes, and resolutions within our case management system, ensuring zero room for error.

• Escalation Management: Identify complex or high-priority issues and accurately route them to the appropriate tier-2 specialist or internal team.

Education & Qualifications

Required Qualifications:

• 1–3 years of experience in a contact center, customer service, or HR support environment.

• Bachelor's Degree or Work Equivalent

Experience & Skills:

• Attention to Detail: A proven track record of data accuracy, precise documentation, and the ability to catch minor discrepancies in fast-paced environments.

• Communication Skills: Exceptional verbal and written communication skills; ability to explain complex payroll or benefits jargon in a simple, empathetic manner.

• Tech-Savviness: Comfort multitasking across multiple screens, chat channels, and CRM/ticketing software.

• Basic understanding of standard U.S. benefits and payroll concepts. 

• Ability to manage time efficiently and effectively

• Demonstration of strong leadership skills 

Communications:

• Excellent written and verbal communication skills

• Excellent client-facing and internal communication skills

Physical Requirements

• This position requires periods of sitting at a desk, standing, and working on a computer.

Compensation:

• The compensation for this role is $20-$25/hour.