HR TEAM LEAD

(General Clerk 3) / (EEO/Disability/Vets)

 Job Responsibilities: (include but not limited to)

Highly focused position which relies on the experience and knowledge base to assist CCR’s in their welfare, job performance, and adherence to company policies. Assist management in meeting company mission and goals by managing individuals and team in assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns. Receive inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of the CSB (required shift 9:30am to 6:00pm est.).

 Job Duties:

· Motivates and inspires team to surpass their potential.

· Maintaining team cohesion and morale through effective communication skills.

· Creating sense of ownership within the team and resolves any issues or complaints.

· Monitors, organizes, and coaches’ individual performance by providing both positive and constructive feedback.

· Continue to communicate the purpose, core values, and vision to the team.

· Ensure CCR’s follow company attendance policy by strictly adhering to individual work, lunch and break schedules.  

· Review and approve time cards. 

· Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers;

· Ability to control the pace and flow of the inquiry/request and manage call time effectively.

· Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers;

· Ability to listen to and empathize with customers and acknowledge their concerns;

· Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.

· Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.

· Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.

· Ability to respond to inquiries in English; fluent bi-lingual a plus.

· Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.

· Ability to take direction within a team setting and complete team-related work promptly.  

· Researches and facilitates resolution to the caller's inquiry.

· Inputs customer information in computer system for accountability and tracking purposes.

· Familiar with standard concepts, practices, and procedures for customer service.

· Familiar with Army lifestyle, culture, policies and procedures.

· Performs a variety of tasks, ability to multitask.

· Works under general supervision and must utilize appropriate chain of command. 

· Excellent telephonic presence.

· Computer literate using MS Office products.

· Ability to work independently and in a team or work group.

· Familiarity with the Army Human Resources Command, its mission and goals.

· Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System.

· Team Leads must be universal agents that are capable of working in the Welcome Center, email and/or Indexing processing team.

· Email/Hardcopy Team: Respond to multiple email inquiries within a timely manner by providing guidance and regulations to service persons, veterans, and their families. Perform this function while maintaining the ability to answer phone calls if and when the queue is backlogged. 

Skills and Qualifications:

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.

Education:

High school Diploma/GED required, at least one year of customer service experience needed, understanding of military concepts and procedures required.  

Security Requirements:

Eligibility to obtain NACI security clearance required. The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.