HUMAN RESOURCES CUSTOMER SERVICE ASSISTANT

OVERVIEW

The Human Resources Customer Service Assistant serves as the first point of contact for the Human Resources team for both internal and external customers. Our customers are our employees and job candidates. The HR CS Assistant triages incoming questions, issues, and concerns, and schedules, escalates, and resolves as appropriate. The HR CS Assistant sits at the front desk and serves as an aid to all arrivals.

RESPONSIBILITIES

Essential Functions

• First Point of Contact: Serve as the initial point of contact for employees seeking assistance with HR-related questions, concerns, and requests via phone, email, or in-person interactions.
  • Monitor the hr@spacecamp.com, and jobs@spacecamp.com email address for incoming needs.
  • Processes mail
  • Provide clear and concise information to employees to address their needs effectively.
• Issue Escalation: Investigate and escalate employee concerns or issues related to HR matters promptly and professionally. Collaborate with HR team members or other departments as needed to ensure timely resolution.
  • Using an employee directory, refer inquiring employees to the correct person or department.
• Employee Support: Assist employees with various HR questions regarding onboarding, offboarding, performance management, and employee relations matters. Provide guidance and support to employees navigating HR systems or tools.
  • Assist potential employees during the application process on our applicant tracking system.
  • Assist new employees with setting up access to our HRIS.
  • Assist new employees during onboarding with badge creation, photo-taking, and fingerprint capture.
  • Assist all employees with access to our HRIS by resetting passwords and providing registration instructions.
• Documentation and Record-keeping: Maintain accurate and up-to-date records of employee interactions, inquiries, and resolutions. Ensure compliance with relevant privacy and confidentiality policies.
  • Assist new employees during onboarding with I9 document capture.
  • Assist new employees with IT access policy documents.
  • Assist all employees with updating information on forms such as tax documents, changes of address, and others.
  • Assist the Human Resources Coordinator with the creation of employee orientation folders and personnel files.
  • Assist the Human Resources Coordinator with the alphabetization of documents to be filed.
• Scheduling:
• Calendar Management:
  • Maintain and organize calendars for key stakeholders, including team members, and external partners.
  • Ensure accuracy and timeliness in scheduling appointments, meetings, and other events.
  • Use Office 365, MS Outlook Calendars, and MS Teams extensively.
• Meeting Coordination:
  • Coordinate meetings across multiple time zones and locations, considering the availability and preferences of participants.
  • Schedule and confirm meeting dates, times, and locations while considering logistical factors such as room availability and technology requirements.
• Communication:
  • Serve as the primary point of contact for meeting scheduling inquiries.
  • Communicate effectively with stakeholders to gather meeting requirements, provide scheduling options, and confirm meeting details.
• Conflict Resolution:
  • Proactively identify and resolve scheduling conflicts or issues that may arise.
  • Work with stakeholders to find alternative meeting times or solutions to accommodate conflicting schedules.
• Documentation:
  • Maintain accurate records of scheduled meetings, including agendas, attendees, and any relevant documentation.
  • Ensure that meeting information is documented and distributed to relevant parties promptly.
• Follow-up:
  • Provide reminders and follow-up communications to ensure that meeting participants are prepared and aware of upcoming meetings.

Supervisory Responsibilities:

Level of Supervision: None

Travel Required:

None

QUALIFICATIONS

Required Education

• A high school diploma or equivalent is required.

Preferred Education

• A student working toward a bachelor’s degree in human resources, business administration, or a related field preferred. An equivalent combination of education and experience may be considered.

Experience

• Previous experience in customer service, HR administration, or a related field is preferred.
• Familiarity with HRIS systems and tools is a plus.

OTHER REQUIREMENTS

Physical Requirements

Knowledge, Skills, and Abilities (KSAs)

• Must have excellent verbal and written communication skills, and the ability to convey complex information clearly and concisely to diverse audiences.
• Must have a strong customer service orientation, commitment to meeting or exceeding employee expectations, and ability to empathize with employees and address their needs effectively.
• Must have strong analytical and problem-solving skills and the ability to assess situations, identify root causes, and propose effective solutions.
• Must have exceptional organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Must have the ability to handle sensitive and confidential information with discretion and professionalism.
• Must have a collaborative mindset with the ability to work effectively in a team environment and build positive relationships with colleagues and stakeholders.

Eligibility Qualifications

• Must be authorized to work in the United States of America

WORK ENVIRONMENT

Environmental Factors

This position has the following special requirements:

• Walking, and climbing (stairs) to access other departments and buildings, and to experience all areas of Rocket Center.
• Sitting for long periods (6-8 hrs.)
• Pushing, carrying, and lifting boxes, supplies, and equipment weighing up to 50 pounds to waist height.
• Bending, kneeling, and reaching to store and retrieve supplies.
• Sight, reading, wrist movements, feeling to operate business equipment, review schedules, and write reports.
• Talking, and hearing to converse with employees and others in person and over the telephone.
• This position involves working in a climate-controlled office environment and building.
• This position will involve walking to and from buildings in various weather conditions.
• This position deals extensively with employees and guests who interact with assigned areas of responsibility.

Expected Hours of Work

• Monday through Friday, 8 a.m. to 5 p.m. – shifts may vary.
• Weekend work, though rare, may occur depending on business needs.

DISCLAIMERS

The U.S. Space & Rocket Center is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, or veteran status.

Duties and Responsibilities May Change with or Without Notice

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.