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The HR Coorinator, tier 1 Shared Services is a member of the myHR (shared services) call center and is responsible for providing customer service to employees, managers and the HR community in response to inquiries related to a broad range of HR related topics, including but not limited to HR policy, staffing, benefits and performance management. The HR Coordinator, Tier 1 will perform administrative, transactional, and data/records management activities in support of HR and HRIS functions, including processing lifecycle transactions such as onboarding, status change, compensation, separations, etc.
Job Responsibility:
Provide excellent customer service in response to phone and online inquiries from employees and managers
Resolve inquiries by accessing information in multiple HR systems
Triage general inquiries to ensure correct work category is assigned
Escalate more complex issues to Tier 2 within myHR or the appropriate COE for advanced support and follow up as required
Process transactions by collecting required information or back-up documentation from the employee, manager or HR
Respond to phone or online help requests on navigating the HR Portal and other HR related systems
Perform quality assurance reviews on electronic and manual transactions
Partner with Payroll and other COEs, as appropriate to resolve issues
Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs)
Process HR transactions in HCMS
Run queries and ad-hoc reports from HCMS as needed
Triage cases as received
Review and ensure case was completed fully and accurately
HRA will rotate across team in various roles to include triage of cases, auditing, processing, and quality improvement processes
Participation in employee engagement activities
Special projects as assigned
Requirements:
Bachelor’s degree in HR or related field strongly preferred
Knowledge of HR concepts and terminology
Experience working in a call center environment strongly preferred
Effective verbal communication skills
Effective listening skills
Strong customer service orientation
Confident phone presence
Strong ability to grasp information quickly and probe effectively when required
Excellent organizational skills and the ability to prioritize requests and duties
Attention to detail
Effective research, problem-solving and follow-through skills
Strong computer/technical skills
previous HRIS experience preferred
Ability to remain positive under pressure
What we offer:
Flexible work arrangements
Generous PTO, Vacation and 9 paid holidays
Volunteer days, community partnerships, Employee Assistance Program
Employee discounts on select services and products
Your choice of three medical plan tiers, two carriers to choose from & My Healthy Changes well-being program
Adoption Assistance & Paid Parental Leave
Tuition Funding Sources and Scholarship Programs
Retirement plan (401K or SIRP for those eligible) with match on annual contributions