BEST Call Center Representative

The Office of the State Controller

The mission of the Office of the State Controller (OSC) is to protect the financial integrity of the State and promote accountability in an objective and efficient manner.
The foundational principles of the office are Integrity/Ethics, Objectivity and Accountability. OSC’s overall goals are to optimize operational execution, manage risk effectively and efficiently and foster a high performance culture. OSC will provide excellent customer service while achieving those goals. The State Controller is the State’s Chief Fiscal Officer. The Controller serves as an independent resource to protect the financial integrity of the State and to promote accountability in an objective and efficient manner through accounting, disbursing, payroll, internal control, eCommerce and financial reporting systems. The basis for the Controller’s authority is statutory.

NOTE: There are two positions available for this vacancy announcement: 65000577 and 60091722.

** These positions will be classified as Human Resources Technician I, GN06, in the new classification and compensation system to be effective February 1, 2017. **

These positions serve as members of the BEST Shared Services Call Center, Tier 1. The main duty of these positions is taking incoming calls as the first point of contact for state employees, HR administrators, and vendors with general processing of questions related to statewide benefits, HR issues, payroll and time. The call center utilizes the HEAT call tracking system for entering tickets to track customer inquiries and to escalate complex issues to more advanced specialists. These positions will also provide support and assistance to employees with the employee self service (ESS) and manager self service (MSS) portals associated with the HR/Payroll System. These positions will collect and validate data required for day-to-day processing for HR and Payroll transactions and route to the appropriate team for processing. These positions will also assist with the processing of all intake methods including but not limited to faxes, US mail, and email requests. Positions may also assist with navigating and instructing HR/Payroll System training classes. Candidates must be able to work full-time, 40 hours/week. Coverage times for the call center are 7:45am until 5:00 pm, Monday through Friday.

Knowledge, Skills and Abilities / Competencies

Qualified applicants will have the following :
A working knowledge of one or more specific human resources functional areas such as payroll, time administration, benefits administration, and salary administration, and/or experience working in a call center environment.

This role requires the ability to communicate clearly, both written and verbally; ability to work with automated systems; ability to analyze customer and technical scenarios and escalate issues when needed; must be detailed oriented with the ability to handle customer complaints, and at times, unpleasant customers.

Minimum Education and Experience Requirements

Associate’s degree, typically in Human Resources or a closely related field; or High school or General Educational Development (GED) diploma and two years of progressive experience in Human Resources. All degrees must be received from appropriately accredited institutions.

Company: State of North Carolina

Date: Wed, 04 Jan 2017

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