HR Contact Center Representative

Overview:

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

The HR Contact Center Representative Serves as primary contact for employees, retirees, and family member inquiries for assistance / information. The EmployeeCentral Contact Center Representative is responsible for resolution and general accountability for overall high-quality service and timeliness. Obtains and provides requested information or takes appropriate action to resolve, refer, or escalate issues in accordance with company and EmployeeCentral Contact Center policies and practices.

*this is a remote opportunity.

Hours of Operation: 8am - 8pm, Monday - Friday. *Must be Available to Work During the hours of Operation, Set schedule will be assigned within these hours. 

Training: 6 Week Mandatory Training from start date, Must Be able to attend the Full 6 weeks of training.

• Professionally and accurately responds to written (case management system and live chat) and oral (phone calls) inquiries from employees, retirees, and family members regarding HR and payroll questions, concerns, and status updates/changes.
• Accurately documents detailed information regarding interactions when required within the case management system.
• Quickly and accurately resolves cases in professional, sensitive, customer-focused manner in accordance with company policies and procedures. Meets or exceeds key performance indicators of the role.
• Escalates complex cases, in accordance with and as defined by EmployeeCentral Contact Center practice, with appropriate and complete documentation on work performed to date.
• Interfaces with internal and external resources to furnish or obtain information with the goal of first call resolution.
• Coaches employees, retirees, and families on how to use the Human Resources and Payroll self-service technology and makes referrals to outside vendors or other resources as appropriate.
• Submits fulfillment requests as and when required
• Discerns opportunities to improve knowledge base and overall processes.
• Must be flexible within hours of operation and willing to work overtime.
• Maintains high degree of confidentiality.

Required Qualifications:

• High School diploma required.  Bachelor’s degree in business, human resources, or professional certification such as CPP, CEBS, PHR is preferred.
• 1-2 years of customer service work experience, preferably in a human resources contact center environment.

Preferred Qualifications:

• Basic knowledge and understanding of Human Resources Practices and Services
• Excellent oral and written communication skills and the ability to convey answer, issues and status changes in a clear, concise and effective manner
• Excellent interpersonal skills and the ability to work effectively across all levels of the business;
• Ability to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of services
• Deals with interpersonal conflict and set-back in a mature, problem-solving, solutions-oriented manner

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