Human Resources Service Center Representative I

US-TX-Fort Worth
Requisition ID
2017-29902
Employee Type
Full Time-Regular
Category
Human Resources

Overview

The HR Service Center Representative is responsible for providing guidance and assistance on incoming calls and emails for all team members in all locations related to employee benefit plans, Payroll, Recruiting, and HR Policies & Procedures. Under direct supervision, this team member provides accurate and complete answers/resolution to inquiries directly or ensures other appropriate providers complete service. This team member interacts heavily with management, team members, former team members, and HR representatives.

Responsibilities

JOB DUTIES:

  • Serve as the first point of contact to respond to basic HR Service Center inquiries related to benefits coverage, leave of absence policies and employment information, etc. Responsible for providing accurate and complete answers and resolution of inquiry.
  • Document issues into call tracking system and escalate complex calls for resolution. Work with other internal areas such as Payroll, HRIS and Compensation to resolve issues/problems and complete service..
  • Support employees in navigating various online self-service applications.
  • Ensure compliance with company policy as well as applicable local, state, and federal rules, regulations and laws.
  • Track and process a variety of information in a timely manner in support of various HR services and benefits, such as Leave of Absence, Dependent Verification, Short Term Disability, ESPP, etc.
  • Run and distribute various HR reports on a daily, regular or ad hoc basis. Perform basic to intermediate data analysis as needed.
  • Maintain and update call tracking database on a daily basis to ensure departmental goals are met.
  • Support projects and activities related to HR Service Center.
  • Assist in the continuous development and improvement of information and processes required to perform quality service delivery
  • Participate in developing department goals, objectives and systems.

OTHER IMPORTANT DUTIES:

  • Perform other related duties and special projects as needed.

 

REPORTING RELATIONSHIP:

Reports to: AVP Benefits

Direct reports: None

Qualifications

Knowledge:    

  • Working knowledge of Human Resources policy and procedures.
  • Working knowledge of benefits administration regulations governing health insurance, 401(k) plans and stock purchase plans.
  • Basic knowledge of general human resource principles, practices and administration.
  • General understanding of ADP, Oracle, and Kronos a plus.

Skills:      

  • Strong oral and written communication skills with an ability to interact with senior management and high-level officers both internal and external to the company.
  • Excellent customer service skills with the ability to diffuse difficult situations and remain calm and professional. Must exercise considerable tact and courtesy in dealing with employees and managers on a daily basis.
  • Ability to prioritize, handle multiple priorities and maintain the highest level of confidentiality.
  • Strong organizational skills and the ability to work in a fast paced environment.
  • Good interpersonal, problem-solving and teamwork skills.
  • Ability to multi-task and make independent decisions within established guidelines relating to the performance of day-to-day duties and program provisions.
  • Proficient in the use of Microsoft Office Products, Internet, and intranet.

Experience:      

  • 1-2 years’ experience in Human Resources, preferably Benefits Administration and/or Payroll.
  • 1+ year’s previous experience interacting with customers in a service environment.
  • High school education required.
  • Some college coursework preferred.

WORK CONDITION:

Normal office environment, subject to stressful conditions as it relates to decisions.

 

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