Human Resources Service Center Representative 2

Responsible for providing consistent, high quality customer care, and service excellence to its customer base. Performs high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment, and database transactions via telephone, web, facsimile, email or correspondence. Serves as an integral member of a team providing escalated

Human Resources support to team members. Assists team members and managers with questions regarding Human Resources policies, practices, tools and processes. Records and tracks issues via the case management tool, tracking from initiation to resolution.

Major Responsibilities:

Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all

available tools and resources.

• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.

•Documents incoming calls using a case management tool to resolve issues within identified service level agreements.

Partners with appropriate COE teams and HRIS on the customer's behalf to ensure the timeliest service. Identifies and

implements process and procedure improvement opportunities.

•Upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.

•Provides feedback and recommends updates to tools, job aids, scripts, and standard operating procedures as well as other communications and content.

•Facilitates programs and serves as liaison between external and internal customers and vendors.

• Provides assistance on navigating internal resources on self-service and Human Resources technology tools.

• Stays abreast of changes to policies and practices in order to contribute to the timeliness of resolution.

• Completes special projects as assigned.

• None Required.

Education Required:

• Associate's Degree (or equivalent knowledge) in.

Experience Required:

• Typically requires 3 years of experience in human resources; preferably in shared services.

Knowledge, Skills & Abilities Required:

Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.

•Active listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.

Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.

Critical thinking and multi-tasking in a high-volume environment.

• High sense of urgency for meeting commitments and completing assignments according to service level.

• Demonstrated knowledge and understanding of Human Resources, Benefits and Payroll.

• Ability to consistently deliver high quality customer service in a professional manner.

Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.

•Detailed oriented with ability to function well in stressful situations.

Job Types: Full-time, Contract

Pay: $20.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)

Work Location: In person