HR Operations Coordinator - Remote

About the role

The HR Operations Coordinator serves as the first point of contact (phone, email, ticket) for USAP Associates, providing Tier I knowledgebase-driven support on HR tools, technologies, policies, processes, and programs. This role enables the HR Operations team to meet or exceed target service levels.

Responsibilities

• Serve as the first point of contact for USAP Associate inquiries and internal HR Workday transaction requests via phone, email, or ticket, documenting and sorting cases by complexity.
• Answer Tier I questions using the knowledgebase or other HR resources, including routine inquiries about employee benefits, Workday sign-on directions, and job/compensation changes.
• Escalate complex Tier II and Tier III questions or Workday transaction requests to the appropriate support queue and follow up as needed.
• Resolve inquiries in a timely manner to meet target service levels.
• Educate USAP Associates on self-service opportunities to reduce service center contacts.
• Use the knowledgebase and searchable HR resources (e.g., online HR policy guide, benefits guide) to provide accurate responses.
• Contribute updates to standard operating procedures (SOPs) for HR programs, processes, and policies.
• Advocate for continuous improvement in HR policies, programs, and processes by raising issues and escalating concerns.
• Maintain adherence to HR policies, including those related to PHI, PII, and data security.
• Share knowledge and participate in efforts to increase the value of HR Operations to the organization.

Requirements

• High School Diploma or GED equivalent required; Associate’s or Bachelor’s degree preferred.
• Two (2) years of HR operations experience preferred but not required.
• One (1) year of experience in a customer service environment preferred but not required.
• Ability to remain empathetic and customer-oriented in a fast-paced environment.
• Strong communication skills (listening, speaking, writing) and organizational skills with a detail-oriented approach.
• Ability to quickly search for and locate information in online resources.
• Results-oriented with a consistent ability to meet service level targets.
• Fast-learner with a strong desire to learn and adhere to policies regarding confidential information.
• Ability to navigate HR systems (e.g., Case Management, Knowledge Management, Workday).

Physical Demands

• Occasional standing and walking.
• Frequent sitting and hand/finger movement.
• Use of office equipment (in-office or remote).
• Ability to communicate verbally and in writing.

Pay

The base pay estimate for this role is $19.95 - $31.92 hourly. The final offer will depend on the skills, experience, and qualifications of the selected candidate. This range is for base pay only and does not include bonuses or other compensation. The position is eligible for a quarterly bonus, awarded based on company and individual performance.