Offer summary

Qualifications:

High School Diploma or equivalent experience; Bachelor's preferred., Strong communication, organizational, and interpersonal skills., Proficient in Microsoft Office, especially Excel, Word, and Outlook., 1-2 years of related experience in HR or customer service preferred..

Key responsibilities:

Responds to HR inquiries regarding policies, benefits, and leaves of absence via phone and email.

Assists Associates and Managers in navigating HR systems and documents interactions in the case management system.

Escalates complex issues to internal resources for resolution and compliance with regulations.

Performs accurate processing of HR transactions and participates in special projects as assigned.

Job description

HR Service Center Representative – Junior
Marlborough, MA
5+ Months

100%Remote
Pay Rate: $22/Hour on W2

Job Summary

Serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR Shared Services. Provides information regarding Company specific HR policies and/or procedures, while complying with organization, State, and Federal guidelines. Inquiries and processing include, but are not limited to, benefits, paid time off, leaves of absence, navigation in HR Systems, and verifications of employment. Develops a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system. Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting a good level of customer service. Escalates complex cases to internal resources, including Specialists, SMEs, CoEs and HRBPs for further research and resolution.
Duties and Responsibilities

Responds to inquiries including, but not limited to, HR policies and procedures, health and wellness benefits and leaves of absence through multiple modes of contacts (phones, emails, ad hoc reports).
Assists Associates and Managers navigating through HR systems.
Document summary details of calls and processing in case management system.
Escalates/partners on complex issues as required.
Complies with all business, state, city, and federal regulations including ERISA and legislative Sick Policies.
Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.
Cross-trains to support business needs.
Performs accurate and timely processing of HR transactions in HCM system.
Performs special projects as assigned.
Primary contact for HR Regional Office and Distribution Center HR administrators.
Responds to email inquiries.

Minimum formal education, if any, required to perform this job e.g., Bachelor's Degree in Accounting, Law Degree).
High School Diploma or equivalent experience
Bachelors preferred

Minimum job skills required to perform this job (for example: programming languages, strong interpersonal skills, computer software packages).

Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting summary of conversation
Ability to multi-task and work in a fast-paced environment
Strong communication, organizational and interpersonal skills
Exceptional customer service and follow-through skills
Ability to maintain confidentiality and apply privacy requirements.
Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
Knowledge of HR policies, procedures, and systems
Experience with handling difficult callers/situations
Experience working on a team, and remaining flexible
Knowledge retention and recall
Self-sufficient utilization of resources
Ability to work under pressure

Minimum experience required to perform this job.
1-2 years of related experience preferred

List specific jobs which could prepare an individual for this job.

HR Representative in a large, fast paced service environment
Customer Service Representative

HM Notes:

-9-5pm shift with the majority of the day on the phone
-It's a plus if these candidates have previous workday or ServiceNow experience
-The team tends to look for folks with some HR or a want to go into more of an HR role
-Not a temp to perm role, but the team would like to target convertible talent

#TB_EN

Required profile