HR Contact Center Representative

» HR Contact Center Representative
Human Resources
in Jacksonville
, FL
Reference: 19-03625

Description:

The Human Resources Contact Center Representative is the first point of contact for the resolution of both internal and external inquiries and requests, typically via phone, internet, and e-mail, related to Human Resources Shared Services operations. The Human Resources Representative quickly analyzes customer concerns and needs, resolves and/or coordinates resolution of issues in accordance with defined time limits.

Responsibilities:

  • Initiates cases, logs all interactions into a computerized call tracking system and follows issues through to completion
  • Owns all cases initiated through to resolution, regardless of assistance or hand-offs
  • Acts as a subject matter expert for the Human Resources PeopleSoft System
  • Understands and prioritizes/assists high priority areas with the right sense of urgency
  • Demonstrates a command of corporate and hospital facility processes related to Human Resources to include Compensation, HR Administration, Benefits, Employee Relations, Leave Administration and Talent Acquisition
  • Routinely works with confidential information/records and exhibits the highest level of confidentiality
  • Resolves most issues on his/her own including those with moderate to high complexity to include troubleshooting all Employee Self-Service (ESS)/Manager Self-Service (MSS) cases and insures the caller’s needs are met in a timely manner
  • Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
  • Works with hospital Human Resource departments to analyze and resolve inquiries, system issues and Human Resource process issues
  • Point of contact for all Hospital Human Resource departments and vendors related to HR Administration regarding verification of employment, concerns and follow up items from a mortgage, loan, and employment dates.
  • Must work with Finance from a Payroll perspective to provide financials to respond to vendor inquiries
  • Demonstrates patience and ability to remain calm under stressful situations
  • Provides working knowledge support for Human Resource operations, PeopleSoft, and other non-system related issues with minimal hand-offs and escalations
  • Opens cases, logs calls into a computerized call tracking system, and owns cases through resolution
  • Teaches and guides employees through all required steps to create a new position and or requisition
  • Understands the difference and clearly communicates to employee which is need and why
  • Responsible for delivering superior customer service to employees who contact the call center
  • Guides and troubleshoots employees and managers in navigating through Employee Self-Service (ESS)/Manager Self-Service (MSS) functionality.
  • Ensures employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information
  • Maintains and builds relationships with hospital staff, as well as, other users of the PeopleSoft system
  • Uses experience and functional knowledge in multiple HR disciplines to decipher what employees are asking for in order to appropriately assist or route employee to the right level 2 specialist
  • Ability to translate old Destiny processes into new PeopleSoft processes and articulate the differences for employees to understand
  • Escalates and follows through on cross-functional issues properly and in a timely manner

Education:

  • Bachelor’s degree  or 5 years related experience required
  • Two years of experience in a Contact Center, Customer Service Business Setting or Human Resources team environment required or completion of our client’s internship program

Experience: 

  • Experience in the healthcare industry preferred
  • Experience in Shared Services Human Resources (Payroll, Benefits, Time & Attendance, Talent Acquisition, HRIS) services organization preferred

Technical:

  • Web navigational & computer skills required
  • Knowledge of Human Capital Management and/or Customer Relationship Management software preferred
  • Proficiency in Microsoft Office (Excel, Word, Outlook) preferred
  • Proficiency in PeopleSoft strongly preferred
  • Ability to type fifty or more words per minute with excellent spelling, punctuation, grammar, and oral and written communications.