Job Summary: **Responsibilities**: - Process unemployment claims in a timely manner and assist with related hearings. - Handle LOA (Leave of Absence) and FMLA (Family and Medical Leave Act) requests, assisting clients and employees with regulations and required documentation. - Manage drug testing and background check requests. - Reconcile monthly billing adjustments for billable services. - Process annual EEO-1 reports for clients required to file. - Process annual Veterans reports for clients with government contracts. - Comply with annual California wage reporting requirements. - Manage client requests for compliance posters. - Accurately review and complete employment verifications. - Provide excellent customer service to Questco clients and employees, including positive telephone experiences and timely follow-up. - Adhere to all federal, state, and local HR-related laws and regulations, such as FLSA, ADA, HIPAA, data privacy standards, and the Civil Rights Act of 1964; seek legal or other advice as needed. - Maintain proactive communication and collaborate with Questco departments to ensure the best possible client experience. - Provide administrative support, including answering calls, filing, and scanning as needed. - Comply with Auxis operational processes and security policies. - Attend all scheduled meetings related to customer service and performance as required. - Meet all agent KPIs, including call efficiency, quality, quantity, and customer satisfaction scores (NPS). - Follow specific communication guidelines and escalation protocols when handling calls. - Perform other assigned administrative and related tasks. - Maintain the highest level of confidentiality and handle sensitive material related to the organization and its clients. Skills and Experience: - Proficiency in English (oral and written) at C1 level or higher. - Minimum of 2 years of previous experience in customer service-oriented roles in call centers. - Ability to work independently and as a functional team member. - High school diploma required. - Proven experience in delivering high levels of customer satisfaction and performance in a high-volume transaction/demand environment is preferred. - Excellent computer skills and high proficiency in MS Office. - Ability to manage multiple assignments and work on a minimum of 5 systems simultaneously. - Excellent verbal and written communication skills, with demonstrated active listening skills. Genuine interest in working with and assisting clients. - Professional appearance with a courteous, tactful, and friendly demeanor. - Ability to interact with clients and all levels of internal staff. - Attention to detail and energetic attitude. - Projection of a positive image via phone and other similar channels. - Compliance with attendance and punctuality standards. Availability to work additional hours as needed. - Adaptability to change and ability to meet the evolving demands of the work environment. - Hands-on experience with customer service reporting and systems, as well as prior experience with Questco’s care center systems. - Experience in professional services and knowledge of PEO (Professional Employer Organization). - Demonstrates integrity, ethics, responsibility, initiative, and teamwork. - Excellent presentation and professional communication skills, both verbal and written. - Ability to maintain the highest level of confidentiality and handle sensitive material related to the organization and its clients.