• 2211544

Senior HR Employee Service Center Representative - HYBRID

JOB SUMMARY

Dedicated to customer response and provides a variety of HR services via phone, case management, chat and web-based self-service. Plays a critical role in customer issue resolution. Handles more complex cases from employees. Utilize deep functional knowledge to make decisions regarding best course of action for resolution. Driven to provide best customer experience. Responsible for responding to employee questions and inquiries about human resource policies, employee benefit programs, pay, recruitment, talent management and employee self-service tools to provide accurate guidance. Resolves matters that have been escalated from Tier I support. Work with Tier I support to help build up knowledge and improve resources.

KEY RESPONSIBILITIES

• Responds to more complex inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Take ownership of complex and escalated cases to conduct research and use their subject matter expertise to drive the right solution.
• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
• Proactively escalates issues to COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
• Upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.
• Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
• Stays abreast of changes to policies and practices to contribute to the timeliness of resolution.
• Receives activity through case management, systems notifications, phone calls and chat service.
• Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Works independently on most routine tasks.
• Understands and utilized HR systems, including Workday and the employee portal, including self-service, knowledge base, and case management.
• Ability to consistently deliver high quality customer service in a professional manner.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES

CUSTOMER SERVICE (ADVANCED)

• A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.

COMMUNICATION (ADVANCED)

• Clearly, effectively and respectfully communicates to employees or customers.

TIME MANAGEMENT (INTERMEDIATE)

• Planning and exercising conscious control over the amount of time spent on specific activities.

HUMAN RESOURCES (INTERMEDIATE)

• Knowledge of various components of human resources which may include human resources management, the recruitment process, skills development and tracking, benefits administration, training, compensation, organizational development, and compliance with associated government regulations.

CORE ACCOUNTABILITIES

• Organizational Impact: Performs non-routine tasks that significantly impact team's performance with minimal guidance.
• Problem Solving/ Complexity of work: Conducts research and analysis to solve some non-routine problems.
• Breadth of Knowledge: Applies broad job knowledge and has basic job skills in other areas.
• Team Interaction: Provides informal guidance and support to less experienced team members.

High School Diploma or GED (or equivalent experience) (Required)

3 years relevant industry (Required)

Licensure, Certification, and/or Registration (LCR):

• Physical Requirements/Strengths needed & Physical Demands:
  
  • Sedentary category requiring exertion up to 10 lbs. of force occasionally and uses negligible amounts of force to move objects. Sedentary work involves sitting most of the time.
  
  
  
  Movement
  
  • Occasional: Standing: Remaining on one's feet without moving.
  • Occasional: Walking: Moving about on foot.
  • Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
  • Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
  • Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
  • Frequent: Sitting: Remaining in seated position
  • Frequent: Reaching below shoulders: Extending arms in any direction below shoulders.
  • Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
  • Frequent: Bimanual Dexterity: Requiring the use of both hands.
  
  
  
  Sensory
  
  • Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
  • Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
  • Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
  • Continuous: Smell: Ability to detect and identify odors.
  
  
  
  Environmental Conditions
  
  • Occasional: Chemicals and Gasses: Medications, cleaning chemicals, oxygen, other medical gases used in work area.