Human Resources Services Center Representative - HR Operations

Overview

Serves as Tier 1 first point of contact customer service professional and voice of HR. Assisting current and prior employees, managers, retirees, and stakeholder inquiries regarding all HR-related questions. Obtains and provides requested information or takes action to research, resolve, refer or escalate issues.

Responsibilities

• Responds to inquiries from employees, former employees, retirees, managers, and other stakeholders inquiries regarding life-cycle events from hire to retire (i.e. payroll, benefit enrollment and maintenance, leave administration, compensation, and HR policies and procedures).
• Provides information and resolves issues or problems. Supports other HR programs (i.e. help loan, tuition assistance, and adoption assistance programs.)
• Escalate complex issues to Tier 2 level support for further investigation and resolution
• Contribute to the improvement of HR Service Center processes and resources
• Performs data processing for benefits enrollment, status changes, compensation, and other form processing for HR division.
• Opens a case for every inquiry, including those that can be resolved during the first call/e-mail, as well as inquiries that require substantive research for a response.
• Ensures accuracy in processing and responds within service level guidelines.
• Escalate complex issues to Tier 2 level support for further investigation and resolution
• Contribute to the improvement of HR Service Center processes and resources
• Provides education, information, and enrollment assistance to new hires and newly-eligible employees and participates in the open enrollment processes.
• Interacts with internal and external resources, including vendors and all HR departments to furnish or obtain information to close cases or elevate appropriately. Utilizes databases to research and resolve cases
• Provides administrative support for HR division, including maintaining data systems, coordinating on-boarding and termination activities, and mid-year changes.
• Performs other duties as required or assigned.

Qualifications

• Associate’s degree with 1 year of related Customer Service experience or equivalent in education and experience required.
• 1 year of experience in a Human Resources setting preferred.
• Excellent critical thinking and interpersonal communication skills required.
• Exceptional customer service and interpersonal skills to build positive relationships with employees at all levels.
• Well-developed team skills, unquestioned integrity, and the experience, confidence, and presence to effectively handle interpersonal relationships and sensitive HR issues.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook required.
• Must be able to take initiative to prioritize work and meet deadlines.
• Proven ability to handle confidential and sensitive information with a high degree of discretion and propriety at all times.

Required Licensure/Certifications

• None