Senior HR Service Center Specialist

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. We don’t back down from hard work—we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive.

About the role

The Senior HR Specialist serves as the liaison to employees and managers in a call center environment and/or business location(s). Acts as a Senior HR Generalist in a primary point of contact role for employees to support, respond, handle, answer, and action issues/questions regarding policies, procedures, and HR systems. Will lead and manage projects about organizational and process redesign along with program and policy improvements.

Responsibilities

• Respond to and resolve incoming HR activities and projects in a call center environment; handle escalated Tier 2 or 3 resolutions.
• Serve as the primary point of contact for clients on HR-related policies and procedures, including HRIS needs, onboarding, benefits, engagement initiatives, staffing, training, separations, and transfers.
• May have ownership for a particular process such as onboarding, recruitment, or offboarding, or support specific HR policies/programs.
• Guide, support, design, maintain, and administer HR programs; handle basic employee relations, policies, and procedures while providing general human resources services to business partners and Centers of Excellence (COEs).
• Communicate HR programs and policies to employees and address related questions; ensure compliance with applicable laws.
• Ensure implementation and utilization of policies, procedures, and programs related to staffing, payroll, compensation, benefits, employee development, training, and HR information systems.
• Serve as an HRIS or application(s) “SuperUser”; conduct HR systems training and communicate system changes.
• Conduct all virtual new hire orientations across sites and own HQ orientation.
• Provide response and support on HR-related programs such as benefits, leave, disability programs, reimbursement programs, unemployment, and workers’ compensation.
• Manage and maintain incoming and outgoing temporary employees across sites.
• Assist with the development of process documentation and maintenance of the HR portal.
• Maintain promotional material for the implementation of new initiatives.
• Control distribution of all legal and compliance posters.
• Perform data entry and maintenance on systems, including security, configuration, and auditing to support HR functions.
• Recommend system enhancements for HR systems; participate in required implementations or upgrades.
• Participate in HR functional work teams as needed.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree in Arts/Sciences (BA/BS) in HR or related field (required).
• Advanced Degree (preferred).
• 5+ years of broad and progressive HR experience (required).
• Previous customer service experience supporting multi-site or remote clients (required).
• Previous experience in implementations of case management tools or call center startups (preferred).
• Must have previous experience in shared services (required).
• Knowledge and experience in technologies, tools, and applications such as ADP products, WorkDay/HRIS systems, SAP, Astra, SharePoint, and formal case management systems (e.g., Neocase, Service Now, SalesForce HR, Oracle).
• Thorough knowledge of HR concepts, practices, and compliance requirements.
• Knowledge of employment laws and applications of legislation and process.
• Ability to effectively present information and respond to questions from employees, managers, clients, and the public.
• Strong analytical skills to determine appropriate solutions for issues.
• Ability to handle sensitive or confidential information appropriately.
• Strong customer-service orientation; organized, flexible, detail-oriented, proactive, and credible.
• Excellent communication and PC skills in MS Office or Google products.
• Intermediate to advanced project management skills.
• Advanced verbal and written communication skills.
• Advanced knowledge of training delivery and development.
• Advanced interpersonal and conflict resolution skills.
• Ability to multitask and manage a fluctuating workload.
• Spanish speaking (preferred).

Travel Requirements: Less than 20%

Pay

Base Salary Range: $80,000–$110,000. Individual compensation offers will be determined based on geographic location, relevant candidate experience, skill, education, and qualifications.

Benefits

• A wide range of health insurance options, including medical, dental, and vision for you and your family.
• Family-building benefits supporting fertility and parenthood journeys.
• Robust 401K plan with employer match for pre-tax and/or Roth contributions.
• Wellness program, free financial coaching, referral program, and product rebates for your primary residence.
• Professional growth and development through internal training, courses, and a generous tuition reimbursement program.
• Employee Resource Groups focused on education and allyship for all employees.