Job Summary Auxis, a Grant Thornton US company, is seeking a detail-oriented and customer-focused Sr. HR Services Analyst to join our dynamic team. In this role, you will be a key player in delivering exceptional business and customer service support to one of our key clients. You will serve as a first point of contact, ensuring timely and effective resolution of inbound inquiries across multiple communication channels, via phone, email, chat, and text. Responsibilities • Deliver first-contact resolution. • Professionally handle high-volume inbound calls in a timely manner. • Follow specific communication guidelines and escalation protocol while handling calls by topic. • Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution. • Seize opportunities to gently educate clients and worksite employees on Client’s offerings and online employee portal functionality. • Build positive and professional relationships, and further impress customers by going the extra mile. • Must be able to communicate conversations through note-taking and shorthand. • Maintain required documentation for client and worksite employee calls within applicable systems. • Provide executive leadership administrative support as needed. • Meet all agent KPI’s including call efficiency, quality, quantity, and NPS customer satisfaction scores. • Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. • Listen carefully to our customers to ensure appropriate responses. • Comply and adhere to Auxis operational processes and security policies. • Must attend all customer service and performance-related scheduled meetings as required. • Perform other related and administrative duties as assigned. • Must be able to maintain the highest level of confidentiality and handle sensitive material concerning the organization and its clients. Skills and Experience • English –Spanish Language (Oral and written 90% or higher) (C1 or above) • 2-3 years of prior customer service/call center-oriented role required. • Must work well independently as well as a functional team member. • Must have a high school diploma. • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. • Excellent computer skills and high proficiency in MS Office Suite are required. Familiarity with HRIS and Ticketing Systems is a plus. • Experience in one of the following fields is preferred: Human Resources, Benefits, and/or Payroll. • The Senior HR Services Analyst will adjust their local schedule with resources supporting this position during Daylight Saving Time changes in the USA Central Time Zone. • The ability to effectively handle multiple assignments is required. • Excellent verbal and written communication skills, along with demonstrated active listening skills. A genuine interest in working with and helping customers. • Must possess excellent Communication skills and Involvement. • Good presentation and a polite, tactful, and friendly character. • Ability to interact with customers and all levels of internal personnel. • Attention to detail. • Project an energetic attitude, warm welcome, and positive image over the phone and similar channels. • Adhere to attendance and punctuality standards. Work additional hours on an as-needed basis. • Adapt to change and meet the changing demands of the work environment. • Working knowledge of all customer service reports and systems • Organizational, analytical, and problem-solving skills are essential #LI-KB1