HR Service Center Representative

3 weeks ago

Framingham, United States LanceSoft Full time

LanceSoft is hiring an HR Service Center Representative located in Framingham, MA

Job Summary:

Duration of contract: 06+ months
Expected hours per week: 36 hours per week.
Onsite/Hybrid/Remote: Remote

Job Description:

The HR Service Representative serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR XPRESS regarding Leaves of Absence. They will provide information regarding Company specific HR policies and/or procedures, while complying with company, State, and Federal guidelines. Inquiries and processing include, but are not limited to, time off needed for medical or personal reasons, pay during a leave including coordination with state disability and family leave, and potential job protection. This role will develop a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system.
•Responds to inquiries including, but not limited to, HR policies and procedures, and leaves of absence through multiple modes of contacts (phones, emails, dashboard reports).
•Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting an excellent level of customer service and empathy.
•Assists Associates and Managers navigate the leave of absence process.
•Document summary details of calls and processing in case management system (Service Now).
•Escalates/partners on complex issues as required.
•Complies with all company, state, city, and federal regulations including FMLA, state disability, family leave, ERISA and legislative Sick Policies.
•Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.
•Cross-trains to support business needs.
•Performs accurate and timely administration of unpaid medical leaves and non-FMLA personal leaves, using dashboard reports to capture workload.
•Performs special projects as assigned.
•Primary contact for HR Regional Office and Distribution Center HR administrators.

Requirement:
•High School Diploma or equivalent experience
•Bachelors preferred
•1-2 years of related experience preferred
•Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting summary of conversation
•Ability to multi-task and work in a fast-paced environment
•Strong communication, organizational and interpersonal skills
•Exceptional customer service and follow-through skills
•Expresses empathy during difficult situations
•Ability to maintain confidentiality and apply privacy requirements.
•Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
•Knowledge of HR policies, procedures, and systems
•Experience with handling difficult callers/situations
•Experience working on a team, and remaining flexible
•Knowledge retention and recall
•Self-sufficient utilization of resources
•Ability to work under pressure

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