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JOB RESPONSIBILITIES

• Provide customer support by responding professionally to customer inquiries ensuring that effective action is taken, and initiating outbound calls as needed
• Use critical thinking to gather information regarding the outcome desired by the caller, and then leverage written procedures, policy manuals, the HR Support knowledge base and process guidelines to ensure a sound resolution
• Assist associates and managers with navigating Workday tasks needed in the course of the associate lifecycle. This includes all HR-related modules such as recruiting, onboarding, benefits enrollment, time off, performance, and learning, and involves tasks such as:
• Opening positions and requisitions
• Determining benefits eligibility
• Associate transfers, promotions, and terminations
• Leave of Absence eligibility
• Make adjustments to supervisory organizations
• Update employee records
• Use call tracking and monitoring system to document all customer inquiries, issues and transactions, as well as resolutions according to established guidelines
• For cases requiring steps from additional teams, assign tasks to appropriate teams and await resolution and then communicate with the customer
• Leverage remote desktop application to guide and train the associate through Workday tasks (Neurons)
• Complete designated Workday Inbox transactions related to benefits enrollment and requisitions, reaching out to the associate or manager as needed
• Provide Workday and intranet (InSCIder) navigational support to the caller (associate/manager/former associate)
• Redirect callers to other support teams as needed
• Provide recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies with the Workday application and any manual processes
• Assist with the implementation of programs, policies, and services provided by the company, by acting as the associate’s first line of contact during roll outs
• Perform reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries
• Responsible for updating the team’s knowledge center documentation as processes change, steps are clarified or nuances are identified
• This is not intended to be an all-inclusive list of the essential functions or duties related to this job

MINIMUM Requirements

Education

• High School diploma or equivalent

Experience

• Two (2) years of call center or customer service experience, preferably in an HR-related function (HR, recruiting, benefits, payroll).

Knowledge, Skills and Abilities

• Cognitive ability including reasoning, planning, identifying problems, comprehending ideas, learning quickly, learning from experience, and appropriately applying learning to new situations
• Professional verbal and written communication skills
• Proficient MS Office Suite skills
• Advanced ability in the application of time and priority management
• Knowledge of Workday is a plus

Work CONDITIONS

Work Environment

• Work indoors during all seasons and weather conditions
• Comply with Corporate dress code policy

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises

Postal Code: 70121

Category (Portal Searching): Human Resources

Job Location: US-LA - Jefferson

Job Profile ID: C00654

Time Type: Full time

Location Name: ACME Mausoleum LLC - Stewart Funeral Home Non Region - Stewart Cemetery Non Region - Stewart Resource Center