JOB DESCRIPTION

The HR Services team members are the first point of contact for all HR questions, including Payroll, Manager Self-Service, Employee Data, New Hire Onboarding, Learning, Timekeeping, Performance Management processes and Benefit inquiries. This role serves as the primary customer contact utilizing a knowledge base and case management tool along with a multi-line phone, email, chat, and ticketing system. The position provides functional and technical support for managers and employees with resolutions that are timely and accurate to help enhance the Employee Experience, while educating employees along the way to promote employee self-service. It requires customer focus skills in order to act as the customer advocate and help alleviate pain points.

RESPONSIBILITIES

• Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
• Answer and resolve a high volume of HR related inquiries (i.e. payroll, benefits, timekeeping, and HR policies) via emails, phones, tickets, and chat system to ensure first time resolution. Troubleshoot and provide technical support to exceed service levels while referring employees to appropriate departments as needed. Communicate the status of escalated issues to the supervisor/management on a timely basis
• Troubleshoot and resolve issues that might prevent timely processing or result in data integrity issues
• Acquire and maintain knowledge of relevant HR programs, processes, technology, and policies in order to provide accurate problem diagnosis for low to critical HR issues in a timely and efficient manner
• Identify process improvement opportunities that enhance the quality and efficiency of the HR Services team and the Employee Experience
• Create and maintain documentation for the existing knowledge base tool (Internal Portal that houses HR Services information)

• 1-2 years of experience in HR environment, or strong Call Center/Customer Service background
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint, OneNote)
• Consistently work within department and company guidelines while staying current on processing procedures
• Work effectively in a fast-paced, team based, customer service oriented environment to provide customer resolution with minimal customer escalations
• Attention to detail, strong research analysis and problem solving skills
• Effective comprehension, listening, interpersonal and communication skills
• Possess strong verbal and written communication skills to interact effectively with all levels of employees
• Ability to navigate multiple online systems to provide accurate information and to determine issue resolution
• Ability to rely on experience, independent thinking and judgment to plan and accomplish goals
• Strong documentation skills and written skills
• Strong organizational skills with the ability to prioritize and respond to multiple priorities while providing employees with direction on questions and technical issues, user and HR policy and procedural questions issues
• Adapt quickly and efficiently to change

DESIRED

• Understanding of HR Service Center, basic payroll processes and legislation, benefit processes, and cross functional business processes
• Knowledge of HR applications, including ADP, KeneXa, Workday, Cornerstone, Remedy Care ticketing systems, and various vendor sites

EDUCATION

• High School Diploma/GED
• Bachelor's degree preferred
• License or certification
• PHR or CPP Preferred

MINIMUM QUALIFICATIONS

• At least 18 years of age
• Legally authorized to work in the United States
• High School Diploma or GED
• Pre-employment background screen

COMPANY PROFILE

T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: http://www.t-mobile.com EOE STATEMENT

EQUAL EMPLOYMENT OPPORTUNITY

We take equal opportunity seriously—by choice. T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.[]

Are you ready to kickstart your career with one of the most dynamic and innovative companies in the telecommunications industry? At T-Mobile, we believe in challenging the status quo and driving change. As an intern, you’ll have the opportunity to work on real projects that impact millions of customers, collaborate with talented professionals, and gain hands-on experience in a fast-paced environment.

Our internship program is designed to provide you with the skills and knowledge you need to succeed. You’ll be part of a team that values creativity, diversity, and a passion for technology. Join us and be part of a company that’s not just changing wireless, but changing the world.