Major Responsibilities:
1. First point of contact for all HR-related questions and supports employee life-cycle processes, programs, and policies. Must have general knowledge of HR policies and procedures for quick responses to caregivers.
2. Educate and promote the use of self-service tools and technology to help drive self-service utilization.
3. Monitors case load volumes, answers questions, research information, and assists with problem resolution within Service Level Agreements (SLAs) as part of HR case management through phone and self-service.
4. Demonstrate outstanding problem-solving skills to resolve inquires, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
5. Provides a welcoming and responsive atmosphere, including over the phone, while maintaining high quality customer service.
Position Qualifications:
Required:
1. High school diploma or equivalent.
Experience/Skill:
Required:
1. High degree of integrity and ability to maintain strict confidentiality.
2. Ability to multitask and work under pressure while maintaining a professional attitude.
3. Ability to adapt quickly to change with new processes and procedures.
4. Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
5. Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.
6. Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary.
7. Ability to understand and execute HR procedures and policies.
8. Must be organized with strong attention to detail.
9. Requires the ability to work independently, make decisions and edit work of others.
10. Ability to multi-task without losing speed or accuracy.
11. Ability to resolve identified discrepancies.
12. 6 months-1 year experience in a customer service role.
Preferred:
1. Experience in an HR support role.
2. Working knowledge of state and federal employment laws.
3. Functional knowledge of Workday.
Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.
