Job Description

Summary:

This position will serve as the primary contact for employees and managers by responding to employee inquiries through service requests related to human resources in general and across domains of payroll, leave of absence, benefits, performance management, time away, compensation management, reporting, general HR policies, HR systems and more. Occasional phone calls may be required when necessary to support resolution.

Duties and Responsibilities:

• Provides quality customer service in response to service requests, chats or e-mails from employees, managers, HR Business Partners and external business contacts, with occasional phone support when necessary.
• Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information.
• Resolves service requests or email inquiries from employees that require review of payroll, time entry and time off systems.
• Provides accurate information via responses to employees.
• Accurately and timely logs-in all contacts received into the case management system.
• Upholds a thorough understanding of HR regulations and policies; keeps up to date through ongoing training.
• Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries.
• Answers or directs employee payroll questions to appropriate resource, such as gross pay, net pay, taxes, deductions, W2, W4, Short Term and Long Term Incentives etc.
• Ability to follow standard procedures and scripts.
• Collects and validates complete data required to process manual employee personal and organizational transactions and escalates for processing.

Minimum Qualifications

• College degree preferred with a major in Human Resources, Communications, or Business.
• Prefer one or more years of Human Resources or customer service experience.
• Ability to greet customers warmly and ascertain problems or reasons for contact.
• Communicate effectively in both oral and written form.
• Ability to follow detailed directions.
• Exhibit patience; be empathetic, and passionately communicative.
• Ability to understand customer needs, demonstrate empathy and advocate for employees when necessary.
• Have strong problem-solving skills that come naturally.
• Be confident at troubleshooting; obtain enough information from employees to allow real-time investigation to resolve employee's inquiries.
• Strong analytical skills with attention to detail.
• Customer oriented and able to adapt and respond to different types of service requests.
• Able to identify operational trends and/or gaps.
• Actively looks for process improvements.
• Strong written, oral and listening skills.
• Strong interpersonal and customer service skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to follow strict policy guidelines and recognize situations requiring escalation.
• Possess strong technical skills and the ability to work in fast paced environment.