Acceptance Testing, Case Management, Communication Skills, Customer Support/Service, Data Quality, Follow Through, HRIS/HRMS, Human Resources, Identify Issues, Knowledge Base, Organizational Skills, People Management, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Salesforce.com, Team Player, Time Management, Transaction Processing/Management, Writing Skills
Provide superior customer service to employees and managers of Salesforce via our Basecamp customer portal, and other social channels.
Support our knowledge base within Basecamp; close knowledge gaps by creating, updating and improving knowledge articles to keep information relevant for employees' self-service.
Record and supervise all customer interactions using a case management tool responding to inquiries on benefits, time off, compensation, immigration, HR Policy and employee data. Follow through to ensure all assigned cases are resolved and closed timely and appropriately.
Develop an understanding of Workday as a tool and leverage its capabilities for manager and employee self-service process inquiries
Maintain appropriate level of process, program, and policy knowledge in order to assist Employees.
Proactively identify inefficiencies and inconsistencies and collaborate towards an improved and more productive process that enhances the employee and/or manager's experience with the process.
Assist with User Acceptance Testing for system enhancements.
Process corrections or transactions not handled through Employee or Manager Self Service in Workday.
Participate in projects to further improve and modernize ES People Services processes for a seamless employee experience.
Requirements:
2 years prior work experience in Human Resources or a centralized customer service environment preferred
Prior experience with Workday HCM or similar HRIS is highly desirable
Experience working in a Case Management system
Exceptional problem solving skills with a strong desire for data integrity, process definition, and continuous learning
Excellent verbal and written communication skills
The ability to navigate and collaborate with employees through personal circumstances
Ability to diagnose a problem and lead correction efforts through effective communication and execution
Superior employee experience focus
Ability to navigate in a high-paced evolving environment with contending priorities
Ability to maintain confidentiality in all aspects of job responsibilities
Appetite for growth and desire to drive process improvements applying technology
Work effectively in a team setting
Experience working in HR shared services organization for an established company is ideal