Description
Job Description:The Rep, HR Services Center is the first point of contact for all HR questions including Payroll, Manager Self-Service, Employee Data, New Hire, Learning, Performance Management processes and Benefit inquiries. The role serves as the primary customer contact utilizing a knowledge base and case management tool, email and a multi-line phone system. The role provides basic functional support for HR Systems for employees, managers and HR Business Partners with resolutions that are timely and accurate to help enhance the employee experience. This role reports to the HR Operations Manager.
Responsibilities:
Answer and resolve a high volume of HR related inquiries (eg, Payroll, Systems and HR policies etc.) via emails and phones to ensure first call resolution. Troubleshoot and provide functional support to maintain service levels while referring employees to appropriate departments as needed. Resolve issues that might prevent timely processing or result in data integrity issues. Communicate the status of escalated issues to the supervisor/management on a timely basis.
System Functional Support: provide HR Systems support to employees, managers and HR Business Partners with step by step guidance for basic business processes and navigation. Assist HR Business Partners with retrieval of employee indicative data from HRMS system.
Acquire and maintain knowledge of relevant HR programs, processes, technology and policies in order to function as a resource for customers. Provide accurate diagnosis for low to critical HR Issues in a timely and efficient manner.
Participate in process improvement opportunities to enhance the quality and efficiency of the HR Service Center and the employee experience by partnering with team members and/or external HR functional groups.
Participate in HR and Enterprise projects to ensure alignment and understanding of related changes for HR Help Desk team members, and participate in process design and UAT.
System Technical Support: evaluate incoming issues in the technical support queue by validating/gathering user identity, action taken, expected result, actual result, error message text, and relevant logs, files, or screen shots. Update Problem/description according to naming established naming convention. When the issue has been identified then review list of established solutions provided in the team knowledge base. If the issue cannot be identified or solved then escalate to Tier 2.
Also responsible for other Duties/Projects as assigned by business management as needed.
SKILLS:
Minimum Required Skills/Competencies:
1-3 years experience in HR, Business or Call Center environment.
Customer Service focus, comprised of advanced listening and comprehension skills, effective verbal and written communication skills, and overall compassion and empathy.
Ability to demonstrate step-by-step instruction to assist end user with basic processes involving HR Systems.
Basic skills in Microsoft Office Suite: Excel, Outlook, and Word.
Attention to detail, research analysis, and problem solving skills to identify and diagnose a variety of HR problems and implement solutions.
Independent judgment and multitasking skills to facilitate multiple system navigation and issue prioritization while providing direction/resolution for employees with issues related to pay, systems and HR process/policy.
Consistently work within department and company guidelines and stay current on process/procedures by participating in team strategy and adapting to change.
Organization and time management to establish and meet deadlines.
Preferred skills:
Understanding of HR Service Center, basic payroll processes and legislation, and benefit processes.
Basic Knowledge of HR systems including HRMS, MSS, ESS, ATS, Records, Welcome Portal, and PM.
Experience working with an issue ticketing system.
Basic understanding of SharePoint and content management systems.