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Human Resources Specialist

2 months ago


Berlin, United States Raise Full time

Summary:

  • Provides outstanding service to HR customers including active employees, HR colleagues and retirees for HR-related inquiries.
  • Processes HR transactions specifically in the areas of benefits, retirement and pensions with quality, timeliness and efficiency; troubleshoots and problem solves while encouraging self-service.
  • Responsibilities include project-based work with various HR Centers of Excellence.

Typical task breakdown:

  • Responsible for resolving employee and HR customer telephone and/or electronic inquiries and service requests for the HR COE areas including but not limited to: Benefits, Staffing, Compensation, HRIS, Leave Administration, and Employee & Labor Relations
  • Educates employees 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.
  • 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
  • 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
  • Performs various tasks as assigned

Interaction with team:

  • In person meetings, MS Teams, one on one, email

Education/Experience:

  • 0-3 years related experience required.
  • Bachelor's Degree or equivalent

Technical and Soft Skills

  • Heavy phone call experience.
  • Open enrollment and benefits.
  • 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
  • Time Management
  • Ability to multi-task
  • Proper/professional phone etiquette
  • Dependable
  • Works well in a team environment

Nice to have:

  • Call center/heavy phone experience
  • HR Certifications