HR Associate Service Center Specialist

Job Description

JOB  SUMMARY

• Performs all work in a professional and empathetic manner with a sense of urgency
• Maintains performance against established KPI’s (Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls, etc.), with goal of associate satisfaction through “first contact resolution”
• Engages others as needed to resolve or escalate issues
• Assists with development of knowledge articles for HR database
• Provides support by responding to associates and management via ticketing platform and/or phone
• Provides follow up and status updates until resolution
• Directs associates to additional resources, including documented information, reference materials and self-service tools
• Anticipates users’ needs and removes barriers that hinder providing excellent service

• 1-3 years’ customer service, HR service center or contact center experience required
• Human Resources experience (HR Internship, HR college major and/or HR work experience) highly desirable
• Excellent verbal, written, interpersonal and customer service skills
• Strong interpersonal desire to resolve associate issues and roadblocks, helping them become successful and self-sufficient in our workplace
• Experience with HCM systems (Workday is preferred)
• Experience with case management system/service center technology required
• Proficiency in MS Office Suite of products and strong typing skills required
• Basic understanding of employee benefits, HR policies and procedures, HR compliance and legislation highly desired
• Excellent organizational skills and attention to detail required
• Excellent time management skills and deadline orientation required
• Ability to function well in a fast-paced and, at times, stressful environment is required
• Good problem-solving skills; deep critical thinking about complex problems and knowledge of how to leverage resources to create solutions required
• Excellent collaboration skills required to work with different levels of business leadership, business users and functional teams a must

• Associates Degree or equivalent experience

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