HR Service Center Representative II

• Responsible for providing consistent, high quality customer care, and service excellence to its customer base. Performs high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment, and
• database transactions via telephone, web, facsimile, email or correspondence. Serves as an integral member of a team providing escalated Human Resources support to team members. Assists team members and managers with questions regarding Human Resources policies,
• practices, tools and processes. Records and tracks issues via the case management tool, tracking from initiation to resolution.

Major Responsibilities:

• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
• Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
• Partners with appropriate COE teams and HRIS on the customer's behalf to ensure the timeliest service. Identifies and implements process and procedure improvement opportunities.
• Upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by

Education:
Associate's Degree (or equivalent knowledge) in.

Experience Required:

• Typically requires 3 years of experience in human resources; preferably in shared services.
• Knowledge, Skills & Abilities Required:
• 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.
• Active 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.
• Critical thinking and multi-tasking in a high-volume environment.
• High sense of urgency for meeting commitments and completing assignments according to service level.
• Demonstrated knowledge and understanding of Human Resources, Benefits and Payroll.
• Ability to consistently deliver high quality customer service in a professional manner.
• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
• Detailed oriented with ability to function well in stressful situations.