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Primary contact for all employees and managers for a single knowledge area. Analyze the employee’s profile to advise them specifically on their question and/or actions the employee needs to take regarding their inquiry. The employee’s HR inquiries are through various customer channels including calls and portals. As part of the HR Shared Services team, will function as an advocate for our employees and managers to ensure we provide an outstanding employee experience.

MINIMUM QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent AND Five (5) years of experience in HR support, customer service or data management OR;

Associate degree in Business Administration or other related field AND Three (3) years of experience in HR support, customer service or data management OR;

Bachelor’s degree in Business Administration or other related field AND One (1) year of experience in HR support, customer service or data management.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1.Responds to employees’ and managers’ inquiries in a timely manner through calls and portal cases with an individualized customer focus and with the goal to resolve 90% of the inquiries on first contact.

2. Learns HR policies, procedures, forms and programs to accurately advise to our customers. Associate level advocates will begin with a single workstream focus and build upon their subject matter proficiency. These subjects include but are not limited to benefits, payroll, tuition, compensation, learning & development.

3. Analyzes employee profile and provides customized response to the employee’s questions based on knowledge of policies & processes and how they apply to the individual.

4. Utilizes various HRIS systems to research, input, track, and resolve customer inquiries. Systems include but not limited to Workday, Kronos, & Policy Tech.

5. Stays current on continually changing and new HR policies, procedures, and employee notifications to adequately inform our customers.

6. Supports employees who need assistance with day-to-day HR transactions by providing guidance and resources on various HR processes/procedures.

7. Plays a central role in educating and coaching employees on the HR self-service tools & initiatives.

8. Exercises problem solving and reasoning to resolve cases timely & escalates cases that need review from the appropriate subject matter experts.

9. Completes detailed forms from employee and outside agency requests.

10. Anticipates and responds to customer needs; follows up until needs are met. Maintains proactive contact with customers to ensure awareness of service request status until resolution.

11. Answers inquiries by clarifying desired information; researches, locates and provides information.

12. Partners with all team members to achieve goals.

13. Receptive to others’ ideas and opinions.

14. Contributes to a positive work environment.

15. Identifies opportunities to improve HR administrative processes.

16. Makes appropriate decisions using sound judgment.

17. Uses resources efficiently.

18. Searches for less costly ways of performing job functions.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sitting and standing for long periods of time.

2. Working on a computer.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Normal Office environment.

SKILLS AND ABILITIES:

1. Excellent customer service skills.

2. Ability to manage call volume and reduce the number of abandoned calls that may impact the department’s level of performance and metrics.

3. Strong oral and written communications skills necessary to interact diplomatically and tactfully with diverse groups of people.

4. Proficiency with MS Office, Workday and other computer applications as required. Ability to utilize search tools and knowledgebase tools to find relevant information

5. Ability to consider multiple variables to determine proper course of action.

6. Exercise good judgment in handling sensitive and confidential information and situations.

7. Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

8. Ability to quickly establish credibility to build and maintain effective working relationships.

9. Strong attention to detail and accuracy skills.

10. Demonstrates flexibility and willingness to change.

11. Demonstrates collaborative and respectful behavior.