Job Description
Title: HR Service Center Representative
Location: New York, NY 10065 (Remote)
Duration: 6+ Months Contract
Job Summary:
#TBL1
Location: New York, NY 10065 (Remote)
Duration: 6+ Months Contract
Job Summary:
- Responsible for Tier 1 support for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to employees, focused on First Touch Resolution.
- Develop a working knowledge of general HR programs, policies, procedures, and guidelines supporting the HR function.
- Responsible for issue identification, case management initiation, issue resolution, and, when needed, escalation to appropriate Tier 2 support.
- Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform.
- Provide timely and accurate support through calls, service requests, and case management processes.
- Partner with stakeholders across HR, Finance, IT, Supply Chain, Research, and other business functions to troubleshoot issues and support business processes.
- Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations.
- Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center, including general inquiries, feedback, or notification of incidents, using call scripts and the knowledge base to provide appropriate responses.
- Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.
- Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
- Document issues and identify appropriate actions to resolve inquiries.
- Obtain supervisory input to resolve new types of problems.
- Give periodic status reports in written and verbal formats.
- Professionally handle all inbound/outbound inquiries.
- Place outbound calls to assist with follow-up requirements.
- Problem resolution.
- Provide superior customer service to the employees and managers.
- Contribute to a high-caliber service environment by ensuring the timeliness of customer responses and ensuring transactions are processed in a consistently accurate and timely manner.
- Responsible for day-to-day operational support for key HR business processes and applications related to Recruiting, Employee/Manager Self-service transactions, Absence, Performance Management, Benefits, Payroll, Finance, and Compensation.
- Process Workday transactions for occasional concierge service.
- Perform proactive outbound follow-up communications, as necessary.
- Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems.
- Collaborate with HR Business Partners and Managers on low-complexity issues.
- Train New HR Resource Center Representatives.
- Support Development of HR Knowledge Base content.
- Stay current on all new & upcoming System functionality; Policy and Procedure, regulatory, and Compliance changes for the purpose of informing business and the resource center.
- Partner with HR Business Partners and Center of Expertise to understand all new and existing policies.
- Provide continuous feedback to manager about trends, processes, and opportunities for improvement.
- Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
- Assist with testing of enhancements to key HR applications and related processes; ensure system enhancements are thoroughly tested; assess impacts to employees, managers, and/or HR.
- Customer Service experience and/or aptitude.
- Less than two (2) years of experience in a Business Environment.
- HS Diploma/GED.
- Associate's Degree or Certified Vocational Training in HR or Communication.
#TBL1
Numbers & Facts
| Location | New York, NY |
| Industry | Staffing/Employment Agencies |
| Salary | $21 Per Hour |
| Company Size | 5,000 to 9,999 employees |
| Year Founded | 2002 |
| Website | http://www.talentburst.com/ |
About Company
For over 20 years, TalentBurst Inc. has been an award-winning provider of cutting-edge Workforce Management Solutions. With a strong commitment to staying ahead in the tech landscape, we pioneer innovative approaches to talent acquisition. Our expertise spans Life Sciences, and Healthcare Staffing, Banking, Financial, IT, and Engineering, as well as Global Employer of Record (EOR), Agent of Record (AOR), State, Local Government and Education (SLED), and IC validation/compliance services. Additionally, our division, TalentProcure, leads the industry with offerings such as High Hazard Payroll, Managed Services, and Vendor on Premise (VOP) solutions.
Due to our prioritization of excellent standards, we are Joint Commission Certified and are a certified Minority Business Enterprise (MBE) in the USA and Canada. Supporting over 130 Fortune 500 companies globally, we excel in navigating the landscape of talent acquisition. In a world of constant change, we embrace developing people-centric solutions that address the unique demands of our clients. Stay connected by visiting our website and following us on social media!
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