Description
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.
- 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.
- Minimum 2 years Customer Service experience (in any industry).
- Minimum 2 years 100% Inbound Call Center experience.
- Minimum 2 years previous Help Desk or Desk Top Support experience supporting internal customers.
- Minimum 2 years experience supporting users in Windows environments
- High School Diploma required.
- Associate degree in a technical discipline or an equivalent combination of training, education and experience.
- IT industry recognized certification: A+ or Network+