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HR Service Center Representative

2 months ago

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

This position serves as the primary point of contact within the HR department for issues and requests from current employees, former employees, and leaders; utilizing exceptional customer service skills to provide sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment, and initiative; collaborating with various departments to resolve human resource concerns; providing a positive experience to our customer base while resolving cases in the areas of benefits, talent acquisition, talent development, and other employment-related areas.

Key Responsibilities
  • First point of person-to-person contact for answering questions about HR programs, services, processes, and tools.
  • Answers routine HR policy and process inquiries for HR department scope of services.
  • Utilizes a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).
  • Provides support for entry-tier level inquiries; escalates to appropriate tier as needed, following up to ensure customer needs are effectively and efficiently addressed in a timely manner.
  • Manages ticket closure within established service line agreements (SLA).
  • Works to achieve established service center metrics and goals.
  • Provides a positive customer experience while addressing HR inquiries, issues, and requests.
  • Builds and maintains 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.
  • Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.
  • Proactively identifies root causes and recommends solutions to reduce customer case volumes.
  • Regularly reviews knowledge base resources and updates to ensure accuracy.
  • Performs all work in accordance with established call/service center processes and procedures.
  • Works with and protects sensitive HR data in alignment with established service center processes and standards.
  • Promotes and contributes to a positive work environment.
Requirements
  • Independently able 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.