HR Service Center Rep

Job Description

Job Description

• Driven by a passion for service and delivering exceptional customer experiences. Consistently demonstrates patience, active listening, and a solutions-focused approach to address needs effectively.
• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries which contributes to the timeliness of resolution.
• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Responsible for resolving issues upon first contact and escalating more complex matters as needed.
• Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
• Proactively escalates issues to People Operations Specialist and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
• Confidently resolves routine issues with efficiency and sound judgement, while recognizing when to escalate more complex situations to ensure timely and effective solutions.
• Consistently achieves performance metrics and upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.
• Effectively explains processes in a simple, understandable manner and ensures teammates stay informed through consistent and collaborative communication.
• Adheres closely to established procedures while maintaining a strong focus on accuracy and quality to ensure thorough and consistent case handling.
• Achieves high teammate satisfaction and service quality scores
• Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience whether physicians, leaders, or colleagues -ensuring clarity and professionalism.
• Driving impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset.