Job Description :

• The HR Service Representative serves as a primary resource for all and Puerto Rico Associates at all levels contacting HR XPRESS regarding Leaves of Absence.
• They will provide information regarding company-specific HR policies and / or procedures, while complying with the company, State, and Federal guidelines.
• Inquiries and processing include, but are not limited to, time off needed for medical or personal reasons, pay during a leave including coordination with state disability and family leave, and potential job protection.
• HR Service Center Representative will develop a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system.

Job Responsibilities :

• Responds to inquiries including, but not limited to, HR policies and procedures, and leaves of absence through multiple modes of contact (phones, emails, dashboard reports).
• Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting an excellent level of customer service and empathy.
• HR Service Center Representative assists Associates and Managers navigate the leave of absence process.
• Document summary details of calls and processing in the case management system (Service Now).
• Escalates / partners on complex issues as required.
• Complies with all company, state, city, and federal regulations including FMLA, state disability, family leave, ERISA, and legislative Sick Policies.
• Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.
• Cross-trains to support business needs.
• Performs accurate and timely administration of unpaid medical leaves and non-FMLA personal leaves, using dashboard reports to capture workload.
• Performs special projects as assigned.
• Primary contact for HR Regional Office and Distribution Center HR administrators.

Job Requirement :

• High School Diploma or equivalent experience
• Bachelors preferred
• years of related experience preferred
• Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting a summary of the conversation
• Ability to multi-task and work in a fast-paced environment
• Strong communication, organizational, and interpersonal skills
• Exceptional customer service and follow-through skills
• Expresses empathy during difficult situations
• Ability to maintain confidentiality and apply privacy requirements.
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
• Knowledge of HR policies, procedures, and systems
• Experience with handling difficult callers / situations
• Experience working on a team, and remaining flexible
• Knowledge retention and recall
• Self-sufficient utilization of resources
• Ability to work under pressure

Benefits :

• Medical, Vision, and Dental Insurance Plans
• k Retirement Fund
6 hours ago