Pay Range: $18 – $21/hr. The pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA.
• 401(k).
• Sick leave in compliance with applicable state, federal, and local laws.

Work Schedule:           5×8 (M-F)

HR Service Center Rep 3:

• The Human Resources Service Center (HRSC) is seeking a HR Service Center Rep 3 for the HR Help Desk.
• The HRSC Rep 3 is the primary point of contact for employees, managers, human resources, and external customers to respond to and resolve a variety of inquiries related to multiple areas of knowledge.
• The HRSC Rep 3 is responsible for providing enterprise-wide Tier 1 support through various channels such as phone, chat, case management and email for multiple support areas including Human Resources, Payroll, Timekeeping, Travel & Expense, and other HR functions as needed.
• Additional duties include processing HR transactional tasks related to Employment Verifications, Tier 1 Payroll processing, Global Learning Exchange (GLX), HR Document Management, Education Assistance, W-4, Mail processing, COVID intake, Workplace Accommodations, Emergency Contact Center, PTO Donations and HR Business Partner escalated support.
• The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing; other duties will be assigned based on department needs and the position’s role within the organization.

Job Responsibilities:

• Answer and resolve a broad range of HR-related questions and inquiries utilizing analytical & investigative skills, deductive reasoning, knowledge-based articles, and comprehensive training while maintaining high quality customer service. Escalate cases when necessary to successfully resolve customer questions in a timely manner.
• Effectively probe and pursue follow-on topics to troubleshoot issues, reach a constructive resolution, and accurately document actions taken in the case management system by creating a logical and concise communication, with strong attention to detail.
• Manage difficult situations and communicate appropriately with all levels of customers; ensuring high quality customer service, satisfaction and service level agreements are met while resolving cases.
• Assist employees with more complex HR inquiries using available resources to minimize need to escalate incidents to HR Business Partners.
• Administer back-office HR processes such as completing Employment Verifications, providing HR Document Management support, responding to physical mail, managing PTO Donations, and other functions, while ensuring compliance with company policies.
• Support employees impacted by disasters upon Emergency Contact Center activation.
• Handle confidential information in a professional manner, respecting employee privacy while maintaining company confidentiality.

Basic Qualifications:

• High school diploma or equivalent required and 3+ years of related education/experience.
• Previous experience interacting with customers in a high-volume transaction service center environment; including experience in a call center using multiple systems and a structured phone schedule.
• Exceptional, confident and professional customer service skills are required.
• Strong problem solving, organizational, time management and technology skills.
• Must possess strong interpersonal and communication skills; both verbal and written. Must be able to manage multiple priorities and show initiative and creativity.
• Ability to abide by assigned work schedule and work a variety of shifts to support business needs across multiple time zones
• Ability to maintain confidentiality information.
• Working knowledge of Workday or Service Now.
• Proficiency with Microsoft Office suite (Outlook, Teams, Excel, Word)

Preferred Qualifications:

• Strong knowledge of or experience with Service Now and Workday tools.
• Strong knowledge of Human Resources and/or Shared Services practices.
• General knowledge of Payroll and Timekeeping.
• General knowledge of Travel and expense reporting.