HR Service Center Representative

📋 Description

• • Intakes Tier I Human Resources inquiries via telephone and case management tools, responding to questions about HR policies, practices, tools, and processes.
• • Documents all employee and leader inquiries completely in the case management system to ensure accurate tracking from initiation to resolution.
• • Utilizes standard operating procedures, company HR systems, and internal resources to provide accurate and timely responses to HR-related questions.
• • Assists employees in navigating self-service HR tools and online resources to promote tier 0 resolution and reduce dependency on direct support.
• • Engages language translation services to support non-English speaking employees and ensure equitable access to HR services.
• • Follows a defined escalation model for complex or unresolved issues, ensuring proper routing to specialized HR teams.
• • Maintains strict adherence to service level agreement (SLA) metrics for timely resolution of HR inquiries.
• • Complies with quality guidelines when handling customer calls and interactions to ensure consistent service standards.
• • Performs administrative, transactional, and data/records management tasks with precision, ensuring accuracy and proper approvals.
• • Stays current with updates to HR policies, practices, and systems to provide accurate and up-to-date guidance.
• • Works independently with minimal supervision, demonstrating initiative and accountability in daily responsibilities.
• • Protects employee privacy and maintains confidentiality of sensitive HR information in accordance with company policies and legal requirements.
• • Supports the One HR philosophy by aligning actions with organizational goals for unified, employee-centered HR service delivery.
• • Communicates effectively over the phone and in writing with employees and leaders at all levels, demonstrating integrity, ethics, and professionalism.
• • Applies attentive listening skills and asks probing questions to accurately diagnose issues and determine appropriate resolution paths.
• • Manages high-pressure situations involving confidential or sensitive matters with sound judgment and a strong sense of urgency.
• • Ensures timely completion of assignments and meets all commitments with a high degree of reliability and attention to detail.