Service Center Specialist

CSI Companies is seeking Remote HR Call Center Specialists to work with one of our top clients and a Big 4 Accounting Firm!

Location: Nashville, TN

Type: 100% Remote

Pay: $20 - $22/hour

Duration: 6+ Month Contract

Shift: Monday - Friday 8am - 5pm

Description:

Job Responsibilities

• Serve as a subject matter expert for Benefits, Leaves, Payroll, and Talent by providing accurate resolutions on first contact and delivering a high-quality customer experience.
• Interpret, analyze, and articulate complex employee benefits and payroll information while ensuring compliance with regulatory standards (HIPAA, PII, ERISA, IRS).
• Explain and support Talent and Leave of Absence policies and procedures in a clear and empathetic manner.
• Educate employees on how to access resources and information via Deloitte’s intranet.
• Resolve inquiries directly when possible; escalate complex cases to higher-level support as needed.
• Document, track, and summarize all customer interactions accurately in the Deloitte Case Management System.
• Handle sensitive and personal matters with professionalism, discretion, and empathy.
• Act as a calming influence during crises while maintaining a focus on employee needs.
• Contribute to a positive team environment while adhering to schedules set by the Workforce Management Team.
• Dedicate to delivering a distinctive end-to-end customer experience across all touchpoints.

Qualifications & Skills

• 1–2 years of experience working in a remote environment.
• 1+ years of experience with benefit and retirement plans, HR practices, leave and disability support, payroll processes, or shared services delivery (preferred).
• 1+ year of customer service experience, including at least 6 months in a contact center environment (phone and email; chat/instant messaging a plus).
• Associate’s or Bachelor’s degree preferred.
• Proficiency in Microsoft Outlook and Word; strong technical aptitude.
• Experience with HR systems, payroll platforms, and employee self-service tools.
• Excellent oral and written communication skills with strong interpersonal abilities to engage effectively across all organizational levels.
• Proven problem-solving, analytical, and research skills.
• Ability to work independently, exercise discretion with confidential information, and involve leadership when appropriate.
• Strong listening skills and consultative approach to help employees make informed decisions.
• Ability to remain calm, empathetic, and professional in sensitive or high-pressure situations.
• Flexible and adaptable to changing priorities in a fast-paced environment.
• Team-oriented with a strong client service mindset.
• Commitment to meeting performance expectations, including quality, customer satisfaction, schedule adherence, and attendance.