Business Support Coordinator
About the role
The Business Support Coordinator II provides excellent customer‑service support for Human Resources transactions, policies, and processes to all employees through phone, online, email and other channels. The role is part of the Ask HR Service Center, serving employees, HR Business Partners, and other HR Centers of Excellence. The coordinator acts as a “live voice” to assist employees with questions about Benefits, Compensation, Fleet, Relocation, Payroll, Policies, Leaves, Career Development, personal‑information changes, and additional services as they transition to Ask HR. This is an in‑office, phone‑based position.
Responsibilities
- Respond to employee inquiries in a timely, professional, and consistent manner.
- Ensure each customer interaction is positive by collaborating closely with others and providing expert knowledge.
- Use procedures, policy manuals, knowledge base, and other reference materials to answer inquiries and resolve issues.
- Maintain broad knowledge of Human Resources to support employee questions with minimal escalations.
- Execute HR services such as file maintenance, new‑hire paperwork, referral bonuses, HR system administration, personal‑information updates, separations, etc.
- Provide support for HR system inquiries related to the performance‑management system and other systems transitioned to the Employee Service Center.
- Document all employee inquiries in a case‑management application and update solutions in the ServiceNow portal.
- Escalate employee inquiries when specific, in‑depth functional knowledge or an exception is required.
- Assist with activity reports, metrics, and statistical data related to frequently asked questions, call volume, response time, etc.
- Maintain confidentiality and privacy of any personal or sensitive data in all interactions.
- Continuously learn and develop HR knowledge to resolve issues and provide sound answers to customers.
- Suggest methods to update, simplify, and enhance processes, procedures, and technologies.
- Work on special assignments or projects as assigned.
Qualifications
- High School diploma required; bachelor's degree preferred.
- 3 years of general Human Resources experience preferred.
- 3 years of customer‑service experience preferred, preferably in a customer‑care or HR role receiving inbound service calls.
- Strong customer‑service skills.
- Proficiency in Microsoft applications, especially Outlook 2010, Word, and Excel.
- Basic knowledge of SAP, Crystal Reports, and ServiceNow is a plus.
- Ability to work with a sense of urgency.
- Exercise good judgment in highly sensitive situations and maintain the highest level of confidentiality.
Skills
- Customer‑focused with a service‑oriented mindset and personal drive to ensure each interaction is positive.
- Empathetic, professional, courteous, with excellent listening skills.
- Skilled at asking probing questions to ensure the employee’s question is adequately answered.
- Excellent interpersonal and communication skills.
- High degree of professionalism and maturity in working with customers, peers, and managers.
- Ability to multitask in a fast‑paced environment.
Benefits
- Medical, dental, and vision coverage.
- Health Savings Account (HSA) with qualified medical plan enrollment.
- 10 paid days off.
- 3 days paid bereavement leave.
- 401(k) plan participation with employer match.
- Life and disability insurance.
- Commuter benefits.
- Dependent‑care flexible spending account.
- Accident, critical illness, and hospital indemnity insurance.
- Accommodations and reimbursement for work travel.
- Discretionary performance or recognition bonus.
- Sick leave and mobile‑phone reimbursement where required by state or local law.
Pay
Payrate: $29.21 – $29.21 per hour. Non‑exempt positions are eligible for overtime at 1.5 × the base hourly rate for hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts within the base pay range are determined by factors including relevant skills, education, and experience.