DescriptionPrimary Functions
• Responsible for resolving employee and HR customer telephone and/or electronic
inquiries and service requests for the HR COE (Center of Expertise) areas including but
not limited to: Benefits, Staffing, Compensation, HRIS, Leave Administration, and
Employee & Labor Relations
• Educates employee and HR customers on company practices/policies and tools to
encourage them to resolve questions on their own.
• Daily phone work using call management system.
• Supports managers, employees, and HR staff in the execution and consistent application
of core HR processes and activities, provides solutions, coaches and counsels
• Owns HR case management process including opening cases (tickets), managing
customer expectations, managing escalations, and closing cases; develops solutions by
collecting and analyzing information
• Provides accurate, consistent and timely responses to HR process, system and policy
requests
• Refers complex cases requiring interpretation to the appropriate HR Specialist or if
necessary, the Center of Expertise (COE) or HR Business Partner
• Utilizes HR knowledgebase and tools required to support operational needs
• Assists with updating the HR knowledgebase and related desktop procedures as needed
and makes recommendations for HR Portal content
• Maintains customer contact until the inquiry is resolved, including informing customer of
status and resolution
• Achieves or exceeds service-level agreements to ensure a high quality of service delivery
(accuracy of responses, timeliness, professionalism)
• Contributes to the maintenance of employee records and files, ensuring compliance with
all legal requirements as well as satisfying related inquiries from employees and HR
customers
• Enhances department and organization reputation by accepting ownership for resolving
new and different requests, and exploring opportunities to add value
• Performs various tasks as assigned
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
• Knowledge of HR basics. Adept at technology. Superior customer service skills.
Excellent communication skills. Strong attention to detail, organized, analytic ability,
problem solving, troubleshooting and follow-up skills. Ability to successfully handle
multiple tasks and changing priorities.
Education:
• Requires a High School Diploma. Bachelor’s Degree and HR certification
preferred.
Experience:
• Minimum of three (3) years of HR experience.
• Demonstrated skill in providing superior service to customers including but not limited
to HR colleagues, active employees, retirees, etc.
POSITION PROFILE
• Demonstrated skill in developing solutions, teamwork and embracing technology
Licenses & Certifications:
• HR certification preferred
Working Conditions:
• Work is performed primarily in an office environment which requires standing, sitting,
walking, climbing stairs, writing, typing and communicating.
Mental Aspects:
• This role works in an environment that often requires the performance of multiple
simultaneous activities where deadlines need to be met and work is performed
sometimes under pressure while involving business commitments and results. Must be
able to work independently and collaboratively within the organization and be able to
recognize and work with sensitive and confidential information Benefits: Medical Dental Vision Life Insurance Short Term Disability 401K
|
