Customer Service Specialist
Baltimore, MD
Job Title: Customer Service Specialist
Location-Type: Hybrid – 4 days onsite in Owings Mills, MD, Fridays remote
Start Date Is: March 2
Duration: 9 months (contract, possible extension or conversion)
Compensation Range: $22-27/hr W2
Job Description:
Support internal and external inquiries across phone, email, and ServiceNow while triaging and escalating HR-related issues.
Day-to-Day Responsibilities:
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Manage inbound phone calls from former associates, spouses, vendors, and others
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Triage high-volume ServiceNow intake queues and email inboxes
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Support in-person visits and escalate HR-related concerns
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Conduct audits of timecards, Workday transactions, and other data
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Collaborate with HR Centers of Excellence (COEs) and internal stakeholders
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Ensure timely and appropriate responses using knowledge base and judgment
Requirements:
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Must-Haves:
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Bachelor's degree
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5 years in a customer service/support role
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Experience handling confidential or regulated information
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Background in service industries (e.g., retail, education, hospitality)
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Demonstrated leadership (e.g., project lead, shift lead)
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Strong judgment, professionalism, critical thinking, and discretion
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Nice-to-Haves:
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Experience with ServiceNow
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Familiarity with Workday
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