HR Service Center Representative

HR Shared Services Representative

Serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR Shared Services. Provides information regarding Company specific HR policies and/or procedures, while complying with organization, State, and Federal guidelines. Inquiries and processing include, but are not limited to, benefits, paid time off, leaves of absence, navigation in HR Systems, and verifications of employment. Develops a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system. Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting a good level of customer service. Escalates complex cases to internal resources, including Specialists, SMEs, CoEs and HRBPs for further research and resolution.

Duties and Responsibilities:

• Responds to inquiries including, but not limited to, HR policies and procedures, health and wellness benefits and leaves of absence through multiple modes of contacts (phones, emails, ad hoc reports).
• Assists Associates and Managers navigating through HR systems.
• Documents summary details of calls and processing in case management system.
• Escalates/partners on complex issues as required.
• Complies with all business, state, city, and federal regulations including ERISA and legislative Sick Policies.
• Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.
• Cross-trains to support business needs.
• Performs accurate and timely processing of HR transactions in HCM system.
• Performs special projects as assigned.
• Primary contact for HR Regional Office and Distribution Center HR administrators.
• Responds to email inquiries.

Minimum formal education, if any, required to perform this job e.g., Bachelor's Degree in Accounting, Law Degree). High School Diploma or equivalent experience Bachelors preferred.

Minimum job skills required to perform this job (for example: programming languages, strong interpersonal skills, computer software packages).

• Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting summary of conversation
• Ability to multi-task and work in a fast-paced environment
• Strong communication, organizational and interpersonal skills
• Exceptional customer service and follow-through skills
• Ability to maintain confidentiality and apply privacy requirements.
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
• Knowledge of HR policies, procedures, and systems
• Experience with handling difficult callers/situations
• Experience working on a team, and remaining flexible
• Knowledge retention and recall
• Self-sufficient utilization of resources
• Ability to work under pressure

Minimum experience required to perform this job. 1-2 years of related experience preferred.

List specific jobs which could prepare an individual for this job.

• HR Representative in a large, fast paced service environment

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund