HR Service Center Representative
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Job Description
HR Service Center Representative supporting employee HR inquiries via phone and case management tools. Bilingual support required, with strong customer service and HR software skills in a remote role.
Responsibilities:
- Intakes Tier I inquiries via telephone or the case management tool.
- Responds to inquiries utilizing training and company-furnished tools and resources.
- Documents inquiries completely in the case management tool for proper tracking.
- Utilizes standard operating procedures and policies as well as knowledge of HR systems and navigation to answer inquiries.
- Engages language translation services for non-English inquiries.
- Provides assistance in navigating and education on the availability of online HR tools and information available through tier 0 self service functions.
- Employs appropriate outreach method to provide answers to the employee.
- Follows the defined escalation process for complex inquiries or issues.
- Upholds service level agreement metrics for problem resolution timeframes.
- Abides by quality guidelines when handling customer calls.
- Perform administrative, transactional, and data/records management activities ensuring accuracy of information and necessary approvals.
- Stays abreast of changes to policies and practices.
- Works independently without the need for continuous oversight.
- Ensures employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
- Supports the One HR philosophy.
Requirements:
- Bachelor’s degree in Human Resources, Business, or a similar relevant field from an accredited four-year college or university, or equivalent combination of relevant education and experience, required.
- Bilingual proficiency in English and Spanish is required.
- Must exemplify consistent superior customer service
- Ability to handle conflict.
- Strong computer skills, including but not limited to various productivity software, digital communications, digital researching, and troubleshooting.
- Strong Microsoft office, email, and internet skills required
- Experience using HR software, required
- Previous Human Resources and/or Customer Service experience preferred
- Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
- Attentive listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
- Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
- High sense of urgency for meeting commitments and completing assignments
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Tuition assistance
- Scholarships for employees’ children
- Professional development programs
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