Hr Call Center Representative - Tier 1

The Tier One HR Solution Center Representative is responsible for answering inbound employee inquiries across all HR functions, owning the resolution of tier 1 employee and manager inquiries through case management.

The duties and responsibilities stated are a general summary and not all inclusive.

Major Responsibilities:

• Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority
• Educate and promote the use of self-service tools and technology to help drive self-service utilization.
• First point of contact for all HR-related questions and supports employee life-cycle processes, programs, and policies. Must have general knowledge of HR policies and procedures for quick responses to caregivers.
• Processes HR system tasks and provide system information and guidance to associates.
• Monitors case load volumes, answers questions, research information, and assists with problem resolution within Service Level Agreements (SLAs) as part of HR case management through phone and self-service
• Ensure data accuracy within the HR systems.
• Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.
• Provides a welcoming and responsive atmosphere, including over the phone, while maintaining high quality customer service
• N/a All other duties as assigned.
• Demonstrate outstanding problem-solving skills to resolve inquires, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed
• Ensure Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.

Position Qualifications:

License/Certification/Education:

Required:

• High school diploma or equivalent.

Experience/Skill:

Required:

• Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
• Requires the ability to work independently, make decisions and edit work of others.
• Ability to understand and execute HR procedures and policies.
• Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary
• Ability to multi-task without losing speed or accuracy.
• Ability to adapt quickly to change with new processes and procedures.
• Ability to multitask and work under pressure while maintaining a professional attitude.
• Ability to resolve identified discrepancies.
• Must be organized with strong attention to detail.
• High degree of integrity and ability to maintain strict confidentiality.
• 6 months-1 year experience in a customer service role.
• Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.

Preferred:

• Functional knowledge of Workday.
• Experience in an HR support role.
• Working knowledge of state and federal employment laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status