HR Customer Service Specialist

4 weeks ago

Morgantown, United States West Virginia University Hospitals, Inc. Full time

Title HR Customer Service Specialist - 84653 Description MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent and five years of experience in HR support, customer service or data management OR

Associates degree and three years of experience in HR support, customer service or data management OR

Bachelors degree and one year of experience in HR support, customer service or data management required.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being

performed by people assigned to this position. They are not intended to be constructed as an all?inclusive list of all responsibilities and

duties. Other duties may be assigned.

1.Respond to chats, calls and service requests from employees, managers and other HR team members in a timely manner with a

customer focus and with the goal to resolve 90% of the inquiries on first contact.

2. Provide input and guidance to managers and employees regarding understanding of HR policies, procedures, forms and processes.

3. Identify employees questions and requests.

4. Answer inquiries by clarifying desired information; research, locate and provide information.

5.Resolve problems by clarifying issues; research and explore answers, and alternative solutions; escalate unresolved problems to

supervisor.

6. Coordinate other HR functional support activities as assigned by the manager.

Customer Service

7.Anticipate and responds to customer needs; follows up until needs are met. Maintains proactive contact with customers to ensure

awareness of status until resolution.

Teamwork/Communication

8. Demonstrate collaborative and respectful behavior

9. Partner with all team members to achieve goals

10. Receptive to others ideas and opinions

11. Assist in the training and coaching of less experienced team members

POSITION SUMMARY:

The HR Customer Service Specialist is the primary contact for employees and managers within the HR Service Center. The

Specialist will receive and respond to general customer inquiries related to HR programs and procedures through various

customer channels including chat, calls and service requests. As part of the HR Service Delivery team, the HR Customer Service

Specialist will function as an advocate for the employee and manager to ensure our Services meet customer expectations.

Performance Improvement/Problem?solving

12. Contribute to a positive work environment

13. Demonstrate flexibility and willingness to change

14. Identify opportunities to improve HR administrative processes

15. Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

16. Use resources efficiently

17. Search for less costly ways of performing job functions

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

1. Sitting and standing for long periods of time

2. Working on a computer

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters

while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential functions.

1. Normal Office environnent

SKILLS AND ABILITIES:

1. Excellent customer service skills.

2. Ability to manage call volume and reduce the number of abandoned calls that may impact the departments level of performance

and metrics

3. Familiarity with HR policies and procedures

4. Strong oral and written communications skills necessary to interact diplomatically and tactfully with diverse groups of people.

5. Proficiency with MS Office, Ultimate Ulti?Pro HCM and other computer applications as required. Ability to utilize search tools and

knowledgebase tools to find relevant information

6. Ability to consider multiple variables to determine proper course of action

7. Exercise good judgment in handling sensitive and confidential information and situations.

8. Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

9. Ability to quickly establish credibility to build and maintain effective working relationships

10. Strong attention to detail and accuracy skills Notes to Applicant This temp role will last at least 6 months minimum as long as performance is satisfactory.

Shift hours somewhat flexible * Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

* Please view Equal Employment Opportunity Posters provided by OFCCP .

* The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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