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HR Service Center Representative
2 months ago
Position Title: HR Customer Service Specialist
Minimum Qualifications:
Education, Certification, and/or Licensure:
1. High school diploma or equivalent with five years of experience in HR support, customer service, or data management OR
2. Associate's degree with three years of experience in HR support, customer service, or data management OR
3. Bachelor's degree with one year of experience in HR support, customer service, or data management required.
Core Duties and Responsibilities: The following statements outline the general nature of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities and duties. Additional tasks may be assigned.
1. Address inquiries via chats, calls, and service requests from employees, managers, and other HR team members promptly, focusing on customer satisfaction and aiming to resolve 90% of inquiries on the first contact.
2. Offer guidance and insights to managers and employees regarding HR policies, procedures, forms, and processes.
3. Identify and clarify employee questions and requests.
4. Respond to inquiries by gathering and providing the necessary information.
5. Resolve issues by clarifying problems, researching solutions, and escalating unresolved matters to a supervisor.
6. Coordinate additional HR functional support activities as directed by the manager.
Customer Service:
7. Anticipate and respond to customer needs, maintaining proactive communication until their needs are met.
Teamwork and Communication:
8. Exhibit collaborative and respectful behavior.
9. Collaborate with all team members to achieve common goals.
10. Be open to others' ideas and opinions.
11. Assist in training and mentoring less experienced team members.
Position Summary:
The HR Customer Service Specialist serves as the primary contact for employees and managers within the HR Service Center. This role involves responding to general 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 Specialist advocates for employees and managers to ensure services meet customer expectations.
Performance Improvement and Problem-Solving:
12. Contribute to a positive workplace environment.
13. Show flexibility and a willingness to adapt to change.
14. Identify opportunities for enhancing HR administrative processes.
15. Make informed decisions using sound judgment.
Cost Management and Financial Responsibility:
16. Utilize resources efficiently.
17. Seek cost-effective methods for 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 role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
1. Ability to sit and stand for extended periods.
2. Proficiency in working on a computer.
Working Environment: The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
1. Standard office environment.
Skills and Abilities:
1. Exceptional customer service skills.
2. Ability to manage call volume effectively and minimize abandoned calls that may impact departmental performance metrics.
3. Familiarity with HR policies and procedures.
4. Strong oral and written communication skills necessary for diplomatic interaction with diverse groups.
5. Proficiency in MS Office, Ultimate UltiPro HCM, and other required computer applications.
6. Ability to evaluate multiple variables to determine the appropriate course of action.
7. Exercise sound judgment in handling sensitive and confidential information.
8. Ability to thrive in a fast-paced, high-demand environment while managing multiple priorities.
9. Capability to quickly establish credibility and maintain effective working relationships.
10. Strong attention to detail and accuracy.
Notes to Applicant: This temporary role is expected to last a minimum of six months, contingent upon satisfactory performance.
Shift hours: Some flexibility available.
Equal Opportunity Employer: Protected Veterans/Individuals with Disabilities.
