HR Support Representative

100% Remote

HR Resource Center RepresentativeLocation: 100% Remote

Duration: 3 Months, possibility of extension or Hire

Job Summary:

The HR Resource Center Representative is responsible for Tier 1 support for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to Client employees focused on First Touch Resolution. Develop a working knowledge of general HR programs, policies, procedures, and guidelines supporting the HR function. Responsible for issue identification, case management initiation, issue resolution, and, when needed, escalation to appropriate Tier 2 support.

Tier 1 Support and Resolution:

• Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to the Resource Center-to include general inquiries, feedback, or notification of incidents, using call scripts and knowledge base to provide appropriate responses.
• Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.
• Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
• Document issues and identify appropriate actions to resolve inquiries.
• Obtain supervisory input to resolve new types of problems.
• Give periodic status reports in written and verbal formats.
• Professionally handle all inbound/outbound inquiries.
• Place outbound calls to assist with follow-up requirements.
• Problem resolution.
• Provide superior customer service to the employees and managers.
• Contribute to a high-caliber service environment by ensuring the timeliness of customer responses and ensuring transactions are processed in a consistently accurate and timely manner.

HR Operations and Transaction Support:

• Responsible for day-to-day operational support for key HR business processes and applications related to Recruiting, Employee/Manager Self-service transactions, Absence, Performance Management, Benefits, Payroll, Finance, and Compensation.
• Process Workday transactions for occasional concierge service.
• Perform proactive outbound follow-up communications, as necessary.
• Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems.
• Collaborate with HR Business Partners and Managers on low complexity issues.
• Train New HR Resource Center Representatives.

HR Knowledge Base Content:

• Support the Development of HR Knowledge base content.
• Stay current on all new & upcoming System functionality, Policy and Procedure, Regulatory, and Compliance changes for the purpose of informing the business and resource center.
• Partner with HR Business partners and the Center of Expertise to understand all new and existing policies.

Projects and Process Improvement:

• Provide continuous feedback to the manager about trends, processes, and opportunities for improvement.
• Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
• Assist with testing of enhancements to key HR applications and related processes; ensuring system enhancements are thoroughly tested; assess impacts to employees, managers, and/or HR.

Requirements:

• Required Skills & Experience: Customer Service experience and/or aptitude.
• Preferred Skills & Experience: Not Less than two (2) years of experience in a Business Environment.
• Required Education: HS Diploma/GED required.
• Preferred Education: Associate's Degree or Certified Vocational Training in HR or Communication.