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.
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Proactively escalates issues to Tier II and 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.
Performs administrative, transactional and data/records management activities in support of Human Resources.
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.
Licensure, Registration, and/or Certification Required:
None Required.
Education Required:
Associate's Degree (or equivalent knowledge) in.
Experience Required:
Typically requires 2 years of experience in human resources or 5 years in customer service.
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.
Demonstrated knowledge and understanding of Human Resources functions within an organization
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.
Physical Requirements and Working Conditions:
This position requires travel so will be exposed to road, weather and travel hazards.
Operates all equipment necessary to perform the job.
Exposed to normal office environment.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
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