Job Description
_ General Summary_
This position is responsible for receiving and resolving employee, manager & former employee inquiries through calls and emails; providing advice and guidance covering all areas of HR including compensation and benefits.
_ Principal Responsibilities and Tasks_
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
- Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering
- customer (employee/manager/ former employees) inquiries and resolving customer issues.
- Communicates HR, Benefits, or Payroll objectives, policies, procedures, and government regulations.
- Completes simple HR, Benefits, or Payroll related transactions.
- Forwards customer inquiries to Tier 2 Specialists and/or Centers of Excellence or HR Business Partner
- when specific, in-depth functional knowledge is required.
- Documents all customer inquiries, issues and transactions.
- Recognizes unusual events or consistent problem areas and works with Supervisor to resolve.
- Works as a team member focusing on customer service.
- Provides recommendations or suggests methods to update, simplify, and enhance processes,
- procedures, and technologies.
- Assists with the implementation of programs, policies, and services provided by the company by acting
- as the customer’s first line of contact.
- Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer customer inquiries.
- Performs other related duties as assigned.