Primary Functions
• Responsible for resolving employee and HR customer telephone and/or electronic inquiries and service requests for the HR COE (Center of Expertise) areas including but not limited to: Benefits, Staffing, Compensation, HRIS, Leave Administration, and Employee & Labor Relations • Educates employee and HR customers on company practices/policies and tools to encourage them to resolve questions on their own. • Daily phone work using call management system. • Supports managers, employees, and HR staff in the execution and consistent application of core HR processes and activities, provides solutions, coaches and counsels • Owns HR case management process including opening cases (tickets), managing customer expectations, managing escalations, and closing cases; develops solutions by collecting and analyzing information • Provides accurate, consistent and timely responses to HR process, system and policy requests • Refers complex cases requiring interpretation to the appropriate HR Specialist or if necessary, the Center of Expertise (COE) or HR Business Partner • Utilizes HR knowledgebase and tools required to support operational needs • Assists with updating the HR knowledgebase and related desktop procedures as needed and makes recommendations for HR Portal content • Maintains customer contact until the inquiry is resolved, including informing customer of status and resolution • Achieves or exceeds service-level agreements to ensure a high quality of service delivery (accuracy of responses, timeliness, professionalism) • Contributes to the maintenance of employee records and files, ensuring compliance with all legal requirements as well as satisfying related inquiries from employees and HR customers • Enhances department and organization reputation by accepting ownership for resolving new and different requests, and exploring opportunities to add value • Performs various tasks as assigned
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
• Knowledge of HR basics. Adept at technology. Superior customer service skills. • Excellent communication skills. Strong attention to detail, organized, analytic ability, problem solving, troubleshooting and follow-up skills. • Ability to successfully handle multiple tasks and changing priorities. • MS 365 skills • Demonstrated skill in developing solutions, teamwork and embracing technology • Demonstrated skill in providing superior service to customers including but not limited to HR colleagues, active employees, retirees, etc.
Education:
• Requires a High School Diploma. Bachelor’s Degree and HR certification
Preferred Experience:
• Minimum of three (3) years of HR experience. • Demonstrated skill in providing superior service to customers including but not limited to HR colleagues, active employees, retirees, etc.
POSITION PROFILE
• Demonstrated skill in developing solutions, teamwork and embracing technology
Licenses & Certifications:
• HR certification preferred
Working Conditions:
• Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing and communicating.
Mental Aspects:
• This role works in an environment that often requires the performance of multiple simultaneous activities where deadlines need to be met and work is performed sometimes under pressure while involving business commitments and results. • Must be able to work independently and collaboratively within the organization and be able to recognize and work with sensitive and confidential information
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Summary:
• The main function of a human resources specialist is to plan, direct, and coordinate human resource management activities of an organization to maximize the strategic use of human resources and maintain functions. • A typical human resources specialist is responsible for a wide range of organization development activities, such as employee compensation, recruitment (as it relates to policy), personnel policies and regulatory compliance.
Job Responsibilities:
• Advise managers and employees on state and federal employment regulations, collective agreements, benefit and compensation policies, personnel procedures and classification program. • Evaluate job positions, determining classification, exempt or non-exempt status, and salary. • Prepare occupational classifications, job descriptions and salary scales. • Assist in preparing and maintaining personnel records and handbooks. • Prepare reports, such as organization and flow charts, and career path reports, to summarize job analysis and evaluation and compensation analysis information.
Skills:
• Verbal and written communication skills, attention to detail, customer service and interpersonal skills. • Ability to work independently and manage ones time. • Knowledge of legal policies and procedures related to hiring practices (i.e., equal employment opportunity and affirmative action). • Knowledge of benefit and pay-scale systems. • Previous experience with computer applications, such as Microsoft Word and Excel.
• This is not full HR role- this role will be answering calls and tickets from employees and retirees about benefit questions, and help with open enrollment
(Desired)
• HR certification preferred • HR ticketing system (Ex. Workday, Towers Watson, Zendesk, ServiceNow) • Call Center Experience
Soft Skills (Required)
• Customer Service • Able to work with others in a team setting • Positive attitude • Time Management • Ability to work independently |