Human Resources Specialist-HR Service Center

Job Requisition ID: R00052597

About the role

Serves as first point of contact for human resources inquiries, providing unparalleled customer service by identifying customer needs and responding to routine inquiries or escalating to the appropriate human resources business partner or service area. Supports HR business partner and service partner teams by processing essential HR operational support functions.

Responsibilities

• Through a call center infrastructure, identifies and logs customer inquiries and follows scripts to provide guidance related to routine HR inquiries in broad areas of human resources services.
• Identifies non-routine customer inquiries or complaints and makes referral to HR service or HR business partner.
• Promotes and educates employees in the use of HR systems' self-service capabilities wherever possible to meet customer needs.
• Provides customer service to walk-in customers with human resources-related inquiries including but not limited to new employee and volunteer activities, management support activities, employee support activities, and regulatory, compliance-related HR activities.
• Provides support for essential HR operational functions including HR documentation and record keeping; data entry and data integrity activities.
• Utilizes basic reporting of HR databases and systems and manipulates excel spreadsheet data to provide information to HR leadership, service, and business partner teams for HR monitoring, tracking, and auditing exercises.
• Proactively identifies patterns and trends of customer inquiries for continuous expansion of customer service scripts and business process and customer service experience improvements.

The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

Requirements

• Associate's or Bachelor's degree
• Prior human resources, business/administrative support, or clerical work experience (preferred)

Skills

• Knowledge of customer service principles and procedures
• Good written and verbal communications skills, including ability to actively listen and to engage in positive interpersonal exchanges with customers
• Ability to present self with professionalism and poise and create a welcoming, friendly environment for effectively managing customer inquiries
• Ability to apply conflict resolution approaches to patiently and effectively manage customer issues or complaints
• Ability to work in a fast-paced environment and to organize, prioritize, and perform tasks efficiently based on customer demands
• Computer aptitude including ability to learn and operate HR systems and software applications and follow detailed technical instructions
• Ability to follow verbal instructions and detailed, written business processes and protocols, and technical instructions
• Knowledge of general HR principles and ability to use judgment to identify exceptions from routine questions and situations
• Ability to manage sensitive and confidential data with a high attention to detail

Physical and Environmental Demands

• Occasional exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold
• Occasional working hours significantly beyond regularly scheduled hours
• Occasional traveling to offsite locations
• Occasional activities subject to significant volume changes of a seasonal/clinical nature
• Occasional work produced subject to precise measures of quantity and quality
• Occasional bending, occasional lifting and carrying up to 75 pounds, occasional climbing, occasional crawling, occasional crouching/stooping, occasional driving, occasional kneeling, occasional pushing/pulling
• Frequent reaching
• Occasional sitting, occasional standing, occasional twisting, and occasional walking

(occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)

Schedule

• Time Type: Full time
• FLSA Designation/Job Exempt: No
• FTE %: 100
• Work Shift: Grant Funded