Strategic Human Resources Advisor

7 days ago


North Chicago, Illinois, United States Orion Group Full time

About the Role

Orion Group is seeking a skilled HR Specialist to provide exceptional customer experience inquiries related to the Service catalog and support Employee and Manager self-service for our pharmaceutical client in North Chicago, IL.

The HR Specialist will play a vital role in supporting FTE Employees and Managers with their administrative and operational needs by opening tickets/cases and answering HR customer questions through standard screens, scripts, and developed procedures for inquiry resolution.

Key Responsibilities:

• Respond to general inquiries and redirect misplaced calls

• Utilize procedures, policy manuals, knowledge databases, and other reference materials to answer employee and manager inquiries and resolve HR transactions

• Guide HR Employee Self-Service and Manager Self-Service transactions

• Execute select HR-related transactions (e.g., data changes) or escalate issues as needed

• Input data into Workday to transact on customer requests

• Escalate Employee and Manager inquiries to Tier II Functional Specialists when specific, in-depth functional knowledge is required

• Document all employee inquiries, issues, and transactions in case management tools as required

• Participate in continuous improvement workshops and projects as requested

• Participate in ad hoc projects as required

Required Qualifications:

• High School Diploma or GED Equivalent

• 1+ years' experience within Human Resources

• 1+ years' experience in customer service

• Strong customer service and interpersonal skills

• Familiarity with HR service and processes as well as HRIS tools and systems

• Ability to navigate computerized data entry systems and other relevant applications

• Ability to follow standard procedures and processes

• Ability to escalate issues timely to the right group

• Ability to handle confidential and sensitive information

Desirable Skills:

• Empathetic; great customer service skills

• Experience with case management / taking back-to-back calls

• Spanish/French Canadian speaking skills a plus, for supporting PR and Canada



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