Human resource professionals are responsible for responding to and resolving issues that involve employees and management. A key element in resolving issues is identifying the source of the issue and trends that may impact the issue. In this scenario you are an HR analyst in an 800-employee telecom service company. Your company has a varied workforce and runs three shifts each day. The company is approximately eight years old and has a management team with mixed experience. Your manager, who is the director of Human Resources, recently received a Department of Labor complaint. The complaint claims that employees are not paid properly for overtime in any area of the company and states that employees have brought their concerns to management repeatedly with no resolution. Your manager has asked you to investigate the root cause of the complaint. You know that you will begin your investigation with the payroll department. Directions In this milestone, you will investigate the complaint that was received by the company. As a reminder, in the milestone you will draft a section of Project One. The feedback for this milestone should be applied to your final submission of Project One that is due in Module Five. The complaint states that employees have complained about unfair wages. Begin your analysis by reviewing the Employee Job Description located in the Supporting Materials section. Your next step is to determine if the employees should be classified as exempt or nonexempt. Use section two of the the FLSA Designation Worksheet to support your classification. Note that the minimum salary was recently changed to $35,568. To access the worksheet, open the link located in the What to Submit section. You will continue your investigation by analyzing the Timesheet Records document located in the Supporting Materials section to see if the employees were fairly compensated based on your determination of their classification. When you have gathered all necessary information, you will present your findings and recommendations in a risk memo. You will need to summarize your findings and the potential risks for noncompliance with management. Specifically; you must address the following rubric criteria: 1. Complaint Investigation: Determine if the employees are exempt or nonexempt utilizing the required worksheet. 2. Risk Memo: A. Present Findings: Explain if employees should be considered exempt or nonexempt. B. Employee Pay: Discuss conclusions as to whether the employees are being paid correctly or not. Use examples to support your conclusions. C. Investigating Risk: Describe the potential risks to the company if the complaint is not addressed or if there is insufficient data to support the answers. i. Consider the potential for risk if the complaint is not addressed and what might be the ramifications for the company. HRM 225 Employee Job Description - ABC Company Customer Service Representative - Texas The Opportunity Customer service representatives (CSRs) at ABC Company answer inbound customer calls in a fast-paced call center environment. CSRs listen, support, and provide solutions to efficiently and effectively assist. our customers. Life at ABC Company CSRs spend time accepting calls in a fast-paced environment with a high volume of customer calls and inquiries. Our CSRs provide assistance via incoming calls from customers with questions about service offerings while personalizing the experience for each caller. CSRs may provide guidance, confirm services, administer refunds, take payments, place service orders, and analyze account data. ABC Company is dedicated to the growth and professional development of its workforce. Opportunities for mentoring, training, and internal mobility are regularly available. What You Will Do As a customer service representative, you will be responsible for addressing customer inquiries and resolving customer issues pertaining to accounts, services, refunds, and payments. You will provide support for a high volume of inbound calls, enter account updates into information systems, provide refunds to customers, and resolve caller's issues through customer service excellence. In addition, you will coordinate between internal departments and the customer to provide a stellar experience. Essential Job Functions - Effectively and accurately engage with customer service inquiries via a multiline telephone system - Utilize double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines - Shape the customer experience by efficiently troubleshooting issues - Manage call lines and work queues within performance guidelines - Identify customer needs and offer tailored solutions that improve their experiences - Serve as liaison and coordinator for helping people get assistance with services - Meet performance goals, which include but are not limited to call volume, accuracy, quality, and attendance - Demonstrate customer service-oriented behavior Education - Successful completion of a high school diploma or GED Required Experience - A minimum of two years customer service experience in a call center environment - A minimum of six months of multiline telephone experience - A minimum of six months experience entering data in an information system - A record of providing excellent service - Evidence of experience in a fast-paced environment with the ability to multitask and adapt to changing priorities Preferred Experience - Three or more years of customer service experience in a call center environment - One or more years of multiline telephone experience - Proficient in Spanish and Mandarin Knowledge, Skills, and Abilities - Must pass the ABC Goal Seal - CSR screening assessment - Proficient in Microsoft Word and Excel applications - Ability to type 40 wpm with 90% accuracy - Ability to work flexible work hours with rotating shifts that may include nights, weekends, and holidays in a 24/7 call center environment - Excellent verbal and written communication skills - Ability to demonstrate patience and active listening skills - Excellent telephone skills and telephone etiquette - Ability to solve problems in a creative way - Ability to multitask - type and talk at the same time - Ability to solve problems and address a customer's needs with empathy and a positive attitude Human resource professionals are responsible for responding to and resolving issues that involve employees and management. A key element in resolving issues is identifying the source of the issue and trends that may impact the issue. In this scenario you are an HR analyst in an 800-employee telecom service company. Your company has a varied workforce and runs three shifts each day. The company is approximately eight years old and has a management team with mixed experience. Your manager, who is the director of Human Resources, recently received a Department of Labor complaint. The complaint claims that employees are not paid properly for overtime in any area of the company and states that employees have brought their concerns to management repeatedly with no resolution. Your manager has asked you to investigate the root cause of the complaint. You know that you will begin your investigation with the payroll department. Directions In this milestone, you will investigate the complaint that was received by the company. As a reminder, in the milestone you will draft a section of Project One. The feedback for this milestone should be applied to your final submission of Project One that is due in Module Five. The complaint states that employees have complained about unfair wages. Begin your analysis by reviewing the Employee Job Description located in the Supporting Materials section. Your next step is to determine if the employees should be classified as exempt or nonexempt. Use section two of the the FLSA Designation Worksheet to support your classification. Note that the minimum salary was recently changed to $35,568. To access the worksheet, open the link located in the What to Submit section. You will continue your investigation by analyzing the Timesheet Records document located in the Supporting Materials section to see if the employees were fairly compensated based on your determination of their classification. When you have gathered all necessary information, you will present your findings and recommendations in a risk memo. You will need to summarize your findings and the potential risks for noncompliance with management. Specifically; you must address the following rubric criteria: 1. Complaint Investigation: Determine if the employees are exempt or nonexempt utilizing the required worksheet. 2. Risk Memo: A. Present Findings: Explain if employees should be considered exempt or nonexempt. B. Employee Pay: Discuss conclusions as to whether the employees are being paid correctly or not. Use examples to support your conclusions. C. Investigating Risk: Describe the potential risks to the company if the complaint is not addressed or if there is insufficient data to support the answers. i. Consider the potential for risk if the complaint is not addressed and what might be the ramifications for the company. HRM 225 Employee Job Description - ABC Company Customer Service Representative - Texas The Opportunity Customer service representatives (CSRs) at ABC Company answer inbound customer calls in a fast-paced call center environment. CSRs listen, support, and provide solutions to efficiently and effectively assist. our customers. Life at ABC Company CSRs spend time accepting calls in a fast-paced environment with a high volume of customer calls and inquiries. Our CSRs provide assistance via incoming calls from customers with questions about service offerings while personalizing the experience for each caller. CSRs may provide guidance, confirm services, administer refunds, take payments, place service orders, and analyze account data. ABC Company is dedicated to the growth and professional development of its workforce. Opportunities for mentoring, training, and internal mobility are regularly available. What You Will Do As a customer service representative, you will be responsible for addressing customer inquiries and resolving customer issues pertaining to accounts, services, refunds, and payments. You will provide support for a high volume of inbound calls, enter account updates into information systems, provide refunds to customers, and resolve caller's issues through customer service excellence. In addition, you will coordinate between internal departments and the customer to provide a stellar experience. Essential Job Functions - Effectively and accurately engage with customer service inquiries via a multiline telephone system - Utilize double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines - Shape the customer experience by efficiently troubleshooting issues - Manage call lines and work queues within performance guidelines - Identify customer needs and offer tailored solutions that improve their experiences - Serve as liaison and coordinator for helping people get assistance with services - Meet performance goals, which include but are not limited to call volume, accuracy, quality, and attendance - Demonstrate customer service-oriented behavior Education - Successful completion of a high school diploma or GED Required Experience - A minimum of two years customer service experience in a call center environment - A minimum of six months of multiline telephone experience - A minimum of six months experience entering data in an information system - A record of providing excellent service - Evidence of experience in a fast-paced environment with the ability to multitask and adapt to changing priorities Preferred Experience - Three or more years of customer service experience in a call center environment - One or more years of multiline telephone experience - Proficient in Spanish and Mandarin Knowledge, Skills, and Abilities - Must pass the ABC Goal Seal - CSR screening assessment - Proficient in Microsoft Word and Excel applications - Ability to type 40 wpm with 90% accuracy - Ability to work flexible work hours with rotating shifts that may include nights, weekends, and holidays in a 24/7 call center environment - Excellent verbal and written communication skills - Ability to demonstrate patience and active listening skills - Excellent telephone skills and telephone etiquette - Ability to solve problems in a creative way - Ability to multitask - type and talk at the same time - Ability to solve problems and address a customer's needs with empathy and a positive attitude