HR Open Door Representative

Lowe’s is able to offer remote employment of this position in the following states: AL, AR, AZ, CA(salaried roles only), CT, CO, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, MA, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY.

Job Summary:
The primary purpose of this role is to act as the first point of contact for an associate calling the HR Open-Door Support team. Answers general questions regarding portal navigation, the Open-Door program and HR policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of open-door processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the team.

Key Responsibilities:
• Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper based interaction channels for current and former Lowe’s employees, regarding questions related to portal navigation, the Open-Door Program and HR policies and procedures.
• Answers general questions regarding portal navigation, the Open-Door Program and HR policies and procedures, referring to an online knowledge base for information and guidance.
• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
• Assure information is complete, accurate, and approved by appropriate superior.
• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
• May assist with basic transactions as assigned according to proper procedure, policy, and direction.
• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements.
• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to meet production and performance goals efficiently and accurately.
• Assist the HR supervisor with monitoring and evaluating HR transaction workflow and volume in order to meet production and performance goals.

Required Qualifications:
• High School or GED
• 2 years experience in a high volume contact center environment

Preferred Qualifications:
• Experience working with Microsoft Tools and Applications