Under general supervision, educates and counsels employees on Human Resources polices and procedures and related information.
Provides the highest level of customer service to employees and managers by answering and fielding routine HR questions and providing customers with moderately complex, non-sensitive information. Ensures established departmental guidelines and procedures are followed by promptly identifying and directing escalated problems or issues to management to ensure customer satisfaction with issue resolution.
Interfaces with other departments within the organization, navigates company's information systems and displays a fundamental knowledge of the company and services to research and respond to customer inquiries.
Provides processing and procedural information and guidelines to supervisors and managers as it relates to Human Resources processes and procedures. Notifies supervisors and managers regarding inaccurate, missing, or incomplete paperwork or information to ensure a timely resolution of issues.
Logs and tracks incoming requests via the Customer Resolution Management System (CRM) to resolve routine customer concerns.
Acts as a Subject Matter Expert for one-or-more processes within the HR Service Center. Act as point-of-contact for this process with other departments or vendors. Train and guide others within the HR Service Center in regards to this process.
Provides clerical and administrative support and maintains a high degree of confidentiality on all sensitive information this position is privy to.
Provides input into in HR communications, job aids, FAQ’s, and other employee impacted communications. Provides support and development of the HR Knowledge base.
Provides technical support for employee-facing HR systems (PeopleSoft, SuccessFactors, MyHR, and MyPay)
High school diploma or equivalent education required.
Three or more years experience in human resources (generalist, payroll, or shared services) preferred.
Experience in contact center environment preferred.
Ability to handle a high volume of incoming calls, searches the database or resource tools for correct and timely information, and maintains a professional demeanor all times.
Must have the ability to acquire and utilize a sound knowledge of the company's customer information systems, as well as, fundamental knowledge of company, services and products, as described above.
Must possess excellent organizational skills to display the ability to provide timely, accurate information on a variety of HR subjects, as described above.
Must be results-oriented and have the ability to perform multiple projects simultaneously and deliver quality, timely results while working in a fast-paced environment.
Must have the ability to communicate effectively in both written and oral formats to internal and external customers of all management levels and styles.