Human Resources Representative I

ICONMA
Atlanta, GA, United States
Full-time
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  • Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all
  • available tools and resources.
  • Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries
  • and resolving issues.
  • Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
  • Proactively escalates issues to Tier II and COE teams and HRIS team on the customer's behalf to ensure the service levels
  • are met.
  • Upholds service level agreement metrics regarding commitments to problem resolution time frames.
  • Abides by quality guidelines when handling customer calls.
  • Performs administrative, transactional and data / records management activities in support of Human Resources.
  • Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
  • 3 days ago
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