Human Resources Representative

Serves as an integral member of a team providing escalated Human Resources support to team members. Assists team members and managers with questions regarding Human Resources policies, practices, tools and processes. Records and tracks issues via the case management tool, tracking from initiation to resolution.

Responsibilities:

• 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.

Requirements:

• Associates Degree
• Must have 2 years of experience in HR or 5 years of experience in Customer Service.