Reporting to the Program Manager, HR Service Center, the HR Service Center Representative serves as the frontline point of contact for employees seeking assistance with general HR-related inquiries and concerns.
They provide high- quality customer service by addressing employee questions, resolving issues, and guiding individuals through HR processes and procedures.
Address queries and concerns from employees regarding HR policies, benefits, procedures, and employment-related matters.
Offer guidance and assistance to employees with HR-related tasks such as onboarding, enrollment in benefits programs, and updating personal information.
Resolve issues or conflicts related to payroll, benefits, workplace policies, or other HR-related matters in a timely and satisfactory manner.
EDUCATION:
Associate degree or equivalent experience required.
EXPERIENCE:
Demonstrated experience in customer service, with a preference for human resources experience. Relevant transferable skills and/or education may be considered.
Use electronic case management tool, to ensure accurate and up-to-date records of employee interactions, inquiries, and issue resolutions for documentation and reporting purposes.
Educate employees about company HR policies, procedures and programs, including any changes to the same; recommend self-service resources that employees can access easily.
Assist employees with understanding and
Strong written and verbal communication skills.
Critical thinking skills. Attention to detail. Demonstrated proficiency with Microsoft Office 365 applications.
Ability to maintain a high degree of confidentiality.
enrolling in various benefits programs such as health insurance, retirement plans, and
wellness initiatives.
Handle sensitive employee information with confidentiality and discretion, adhering to privacy regulations and company policies.
Apply critical thinking and sound judgement to identify when an employee case should be escalated to a senior member of the team (Tier 1) or a subject matter expert (Tier 2); clearly communicate expectations on next steps or response times to the employee.
Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience.
