HR Shared Service Representative

Job Title:  HR Services Representative

Job Location: Remote

Duration: 4 months (with possibility of extension)

JOB DESCRIPTION

The HR Services Representative is responsible for providing customer service consultation support and problem resolution on a variety of HR-related topics to the workforce, including pre-hires, employees, people leaders, retirees, and external inquiries. This role involves handling and resolving general to semi-complex requests related to employee benefits, payroll, talent acquisition, compensation, talent management, transaction support, contingent labor, and other HR areas. 

Primary Duties and Responsibilities

·       Manage a phone, chat or case workload in accordance with schedule, standards and volumes adhering to deadlines and cycle times. 

·       Resolves 60-80% of inquiries / cases by drawing on training, policy manual, knowledge base, critical thinking, and individual employment factors (employee status, pay group, start date, compensation plans, etc).  

·       Independently handle all routine casework and process semi-complex cases with guidance. Makes decisions for all routine casework and makes decisions on more complex casework after consulting with higher level staff.  

·       Interface effectively with customers, managers, and employees at all levels via phone, chat and cases to ensure a positive experience. 

·       Appropriately collaborate with and escalate cases to within the HR Services Team or partners to ensure accurate and consistent responses. 

·       Decide appropriate course of action or decision-making path; determine appropriate provider.   

·       Quick and efficient adaptation to varying needs of different customers, as well as process and technology related issues. 

·       Successfully meet team Key Performance Indicators (KPI) include Customer Satisfaction, First Contact Resolution, SLA, call and chat productivity metrics, etc. 

Qualifications

• Bachelors degree in HR, business or related field or equivalent combination of education and experience
• Minimum of 1 year of related Human Resources or benefit support experience to include previous customer service experience
• Proficient in written and verbal communication
• Strong customer service skills
• Previous skills in analyzing information, problem-solving, ability to apply judgment and discretion and independent decision making
• Demonstrated organizational skills with the ability to independently set priorities and meet deadlines
• Demonstrated computer experience including Word, Excel, SharePoint and proficiency with current HR software packages. Previous Workday experience is preferred.