Job Summary
As the major point of contact in the contact center, the AskHR customer care specialist investigates and solves company-wide employee and manager problems by providing consultation through multiple channels (phone, chat and email) around the full spectrum of HR services (e.g., programs, policies, processes, systems). These services include performance management, payroll, organization management (OM), paid time off (PTO), talent management, compensation management, reporting and general technology troubleshooting.
Key Responsibilities
- Listens to and acknowledges customer requests with respect and empathy
- Responds to general inquiries from employees, managers and delegates on Employee Central, Manager Self-Service, HR policy, payroll, timekeeping, compensation, organizational management and TalentConnection
- Refers questions to appropriate vendor and sets clear expectations around roles and responsibilities of all involved parties for the remainder of case
- Assists customers in navigating HR or other resources
- Probes and gathers information and makes judgments and/or recommendations to customer as appropriate
- Explains processes, requirements and timelines related to the inquiry to proactively advise customers on requisite activities to complete full stream transactions
- Provides a concierge service for processing Personnel Change Requests (PCR) which includes counseling on the appropriate fields to fill out when terminations, promotions, demotions, etc. need to be submitted
Education and Experience
- Bachelor’s Degree or equivalent experience
- 0-2 years of related experience
Certificates, Licenses, Registrations
None
Functional Skills
- Creative thinking and problem solving
- Ability to exercise independent judgment and make decisions on behalf of the center to resolve issues
- Strong client relationship skills – ability to establish, manage and leverage relationships with internal and external partners
- Ability to empathize and handle end-to-end inquiries working to provide exceptional customer service
- Team player and works best in a collaborative environment
- Advanced written and communication skills
- Project management skills – ability to handle multiple tasks, prioritize and organize
- Proficiency in Microsoft Suite and Human Resource systems knowledge preferred
- SAP knowledge is a plus
Compensation Data
- Compensation range for this position is $19.96 to $22.60 per hour, based on experience and qualifications.
