CUSTOMER SERVICE CASE STUDY

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Case Study: Customer Service at its Best

Situation

IMAG, a manufacturer of custom magnetics and transformers, hired CBR to manage all of its human resource needs. CBR provides a full complement of HR services to IMAG, including legal compliance, payroll processing, workers’ compensation and risk management services, employee benefits programs, and human resources consulting and administration. As an Arizona-based business, IMAG is required to verify the employment eligibility of all new hires using the E-Verify system. CBR does the actual verification and follows up with IMAG to keep them in compliance.

Shortly after the inception of the E-Verify program, CBR received notice from the Social Security Administration (SSA) that one of IMAG’s new hires had received a non-confirmation response from E-Verify. A non-confirmation response occurs when the information on a new employee’s Form I-9 does not match the information on file with the SSA. Clerical errors on the Form I-9 are common reasons for receiving this response and, if this is the case, typically the issue can be resolved by providing the SSA with the proper documentation.

The IMAG employee was instructed to follow standard procedure and take the appropriate documentation to the SSA offce located in Apache Junction. When the employee arrived, he was told that despite the fact he had the proper credentials, the SSA was unable to assist him. Shortly thereafter, CBR received notice from the SSA that the employee was unauthorized to work and should be terminated immediately. IMAG disagreed with this decision and asked for CBR’s help in resolving the matter.

Solution

CBR immediately contacted E-Verify and was allowed to open a new case to give the employee additional time to resolve the discrepancy. On the advice of CBR, the employee returned to the SSA office with the same documentation and asked for a supervisor, only to receive the same response. Out of frustration, the employee the stopped coming to work. When CBR placed calls to the E-Verify hotline however, they obtained confirmation that the employee was in fact a U.S. citizen and eligible to work. Nevertheless, CBR was informed that the SSA was the only agency that had the ability to resolve the issue.

Eventually, everyone involved was forced to conclude that the Apache Junction office didn’t have the resources to provide a solution. CBR ultimately suggested the employee go to one of the main Phoenix offices accompanied by a representative from CBR.

The employee agreed to go to a Phoenix SSA branch office one last time, and gladly accepted CBR’s offer to have an HR representative go with him. At the SSA office, the customer service representative was familiar with the employee’s E-Verify documentation was able to resolve the case immediately. Subsequently, the employee’s wife found herself in the same situation with her employer, and had a letter from E-verify with her. CBR was able to help her resolve her situation that day as well. Both the IMAG employee and his wife were relieved to have the issue resolved and happy to return to work.

Conclusion

CBR is committed to high-quality customer service, and this story demonstrates the company’s willingness to go above and beyond to ensure that it is exceeding expectations. Without CBR’s relentless efforts, this employee may not have been able to continue working at IMAG. CBR understands that its success depends on maintaining lasting and positive client relations and the company works diligently to provide an unparalleled level of customer service.

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