Service Center Agent

Location: Chicago, IL (Onsite)
Pay Rate: $19.00 – $21.00 per Hour
Employment Type: Contract

About the Opportunity

Our client is one of the nation's premier academic healthcare systems, nationally recognized for excellence in patient care, research, innovation, and employee experience. Supporting thousands of employees across a complex healthcare environment, they are seeking a Service Center Agent to join their centralized employee support team.

This is an excellent opportunity for customer service professionals, call center representatives, HR coordinators, or employee support specialists who enjoy helping others, solving problems, and delivering exceptional service in a fast-paced environment.

Position Summary

The Service Center Agent serves as a primary point of contact for employees, managers, and contractors, providing support for a wide range of Human Resources inquiries. This role is responsible for delivering accurate information, resolving issues, assisting with benefits and HR-related questions, and ensuring an exceptional customer experience through every interaction.

The ideal candidate is customer-focused, technically savvy, highly organized, and able to navigate multiple systems while handling sensitive and confidential information with professionalism and integrity.

Key Responsibilities

• Serve as the first point of contact for employee and manager HR-related inquiries.

• Provide professional and timely support via phone, email, and case management systems.

• Assist employees with benefits enrollment and general HR questions.

• Gather information and utilize available resources to accurately resolve inquiries.

• Provide guidance regarding HR policies, procedures, employee resources, and self-service tools.

• Route complex cases to HR subject matter experts or external vendors as needed.

• Maintain confidentiality while handling sensitive employee information.

• Utilize critical thinking and problem-solving skills to identify appropriate solutions.

• Follow up with employees regarding open cases and pending issues.

• Meet established service level agreements (SLAs), quality standards, and productivity expectations.

• Document interactions accurately within case management systems.

• Participate in team training, testing initiatives, and special projects as assigned.

• Support continuous improvement efforts and contribute to a positive team environment.

Qualifications

Required

• Associate's Degree and 0–2 years of customer service experience, OR

• High School Diploma/GED with 2+ years of customer service experience.

• Previous call center, employee support, customer service, or help desk experience.

• Strong verbal and written communication skills.

• Excellent customer service and interpersonal skills.

• Strong technical aptitude with the ability to navigate multiple systems simultaneously.

• Analytical thinking and problem-solving abilities.

• Ability to understand and interpret policies, procedures, and knowledge base documentation.

• Ability to maintain confidentiality and exercise discretion with sensitive information.

• Proficiency with Microsoft Office applications.

Preferred

• Bachelor's Degree.

• Experience supporting HR, benefits, payroll, or employee services functions.

• Healthcare industry experience.

• Experience working in a call center environment.

• Bilingual skills.

Why Work with Connect Search?

As a consultant with Connect Search, you'll receive:

• Competitive weekly pay

• Medical, dental, and vision insurance options

• 401(k) eligibility

• Dedicated recruiter support throughout your assignment

• Access to exclusive opportunities with leading healthcare organizations

• Valuable experience within a nationally recognized healthcare system

• Potential opportunities for future assignments within our client network

Compensation

$19.00 – $21.00 per hour based on experience and qualifications.

Connect Search is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected classification.