HR Service Center Representative MA
2 weeks ago
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
Location: Marlborough, MA 01752 - Fully Remote (MUST BE LOCAL for meetings a few times a year)
Duration: 6+ months, with a high possibility of extension
Schedule: 9am to 5pm, Monday through Friday (Potential schedule change to 12 pm to 8 pm as of April 2025)
Responsibilities:
- Responds to inquiries through multiple modes of contacts (phones, emails, ad hoc reports).
- Processes and answers questions related to W2s and 1095s.
- Assists Associates and Managers navigating through HR systems.
- Serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR Shared Services.
- Develops a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system.
- Ensures all Associate interactions are conducted in a professional and confidential manner while exhibiting an excellent level of customer service.
- Escalates complex cases to internal resources, including Specialists, SMEs, COEs and HRBPs for further research and resolution.
- Documents summary and details of calls, processing in case management system.
- Complies with all company, state, city, and federal regulations.
- Performs accurate and timely processing of HR transactions in HCM system.
- Responds to email inquiries.
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