HR Service Specialist
Description:
- The Human Resources Service Specialist is responsible for providing exceptional customer service and support to team members across.
- This role serves as the first point of contact for employees and managers seeking HR related assistance.
- The HR Service Specialist is also responsible for managing and completing all incoming HR4U case inquiries within a time frame of 24-48 hours, ensuring timely and accurate resolution.
Responsibilities:
- Provide excellent customer service by actively listening and asking probing questions to fully understand the request and follow through on completion.
- Provide timely and accurate information guidance, and support to employees and managers through various communication channels, such as phone and the case management system.
- Handle and resolve complex employee inquiries and issues, escalating to the appropriate HR team members when necessary
- Consistently and accurately utilize the case management system to create, modify, and close resolved issues.
- Clearly and concisely documents interactions with customers using proper documentation.
- Preserves employee confidentiality when reviewing or discussing employee data or reasons for contacting HR.
- Acts with a sense of urgency and prioritizes workflow based on issue type.
- Consistently provide accurate information to team members by leveraging the information provided within the system’s knowledge base.
- Performs other duties as assigned.
- Participates in special projects to support the mission and department. Accepts alternate assignments as required.
Required Skills/Knowledge/Experience:
- Aptitude for technology and be comfortable working in many different systems.
- Years of Experience in a call center or area with a high volume of telephone inquiries.
- Excellent listening and communication skills with the ability to provide high quality customer service.
- Must be team-focused, self-motivated, and work with a modest degree of supervision.
- Able to multitask in a fast-paced environment while being detail-oriented.
- Cultural Responsiveness: Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Demonstrated ability to maintain confidentiality and professionalism under any situation is critical
Education:
- High School Diploma or Equivalent
- Some college coursework in HR or a related field
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