HR Service Center Representative

5 days ago


Champaign, Illinois, United States Carle Health - Carle Clinic General Surgery Full time
Job Summary

This role serves as the primary point of contact within the HR department for inquiries and requests from current and former employees, as well as leaders. The successful candidate will utilize exceptional customer service skills to provide sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment, and initiative. Collaboration with various departments is essential to resolve human resource concerns and provide a positive experience to our customer base while addressing cases in benefits, talent acquisition, talent development, and other employment-related areas.

Key Responsibilities
  • Provide first point of contact for answering questions about HR programs, services, processes, and tools.
  • Utilize a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).
  • Manage ticket closure within established service line agreements (SLA).
  • Work to achieve established service center metrics and goals.
  • Build and maintain productive working relationships across HR Centers of Excellence while resolving customer issues, creating and updating procedures and processes, resulting in complete documentation for customer issue resolution.
  • Respond to inquiries and requests, capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.
  • Proactively identify root causes and recommend solutions to reduce customer case volumes.
  • Regularly review knowledge base resources and updates to ensure accuracy.
Requirements
  • Ability to analyze complex situations and make recommendations for solutions or alternatives.
  • Demonstrates high learning agility for technology.
  • Ability to work effectively both independently and within a team setting.
  • Ability to multi-task and manage competing priorities.
  • Demonstrates initiative and willingness to take on new work.
  • Possesses good written and oral communication skills and a professional demeanor.
  • Ability to write and establish procedures for various processes within the department.
  • Able to work in a fast-paced, team-oriented, call center environment.
  • Proficient in Microsoft Excel and Word applications.
Preferred Qualifications
  • Inbound Call Center and/or front-line human resources or employee benefits administration environment; experience utilizing knowledgebase and case management systems, preferred.
Education
  • Associate's Degree, or 2+ years of customer service/call center experience.


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