The HR Service Center Representative serves as the primary HR Service Center resource to employees; providing timely, efficient, high quality customer service and service excellence. The HR Service Center is responsible for resolving all incoming phone calls, emails and technology platform related solutions for all employees. Support includes responding to HR related inquiries regarding Benefits, Compensation, Employee Relations, Payroll, and HR Systems, all while providing excellent customer service.
1.Performs a variety of duties and responsibilities within HR to include, but not limited to, providing excellent customer service on the telephones, via technology platform, and in person to employees/ customers requesting information/assistance.
2.Able to function independently in a high call volume setting, answering a minimum of 50 calls per day.Must competently work within a highly computerized/technical environment.
3.Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating into a positive customer experience.
4.Ensures proper triage, escalation and effective resolution of higher-level issues and challenging employee interactions through escalation to subject matter experts.
5.Manages open cases in ServiceNow system to resolution in shortest possible timeframe while keeping employees regularly informed of status and anticipated resolution timing.
6.Provide thorough account documentation for follow-up relating to inquiry detail.Maintain courteous and cooperative working relationship with internal and external customers.
7.Use of excellent listening skills with ability to identify and strives to deliver first contact resolution.
8.Demonstrate knowledge and understanding of complete HR processes, including policies and guidelines
9.Responsible for meeting or exceeding established Key Performance Indicators metrics as defined by management.
10.Maintains and promotes excellent customer service.
Performs other related duties as assigned.