Human Resources Services Center Representative - HR Operations

Overview:

Through the case management system and onsite presence serves as the first point of contact and voice of HR, assisting current and prior employees, managers, retirees, and stakeholder inquiries regarding all HR questions. Obtains and provides requested information or takes action to research, resolve, refer or escalate issues.  This position works onsite in Lebanon, NH.

Responsibilities:

1. Responds to inquiries from employees, former employees, retirees, managers, and other stakeholders inquiries regarding life-cycle events from hire to retire (i.e. payroll, benefit enrollment and maintenance, leave administration, compensation, and HR policies and procedures).
2. Provides information and resolves issues or problems. Supports other HR programs (i.e. help loan, tuition assistance, and adoption assistance programs.)
3. Escalate complex issues to Tier 2 level support for further investigation and resolution
4. Contribute to the improvement of HR Service Center processes and resources
5. Performs data processing for benefits enrollment, status changes, compensation, and other form processing for HR division.
6. Opens a case for every inquiry, including those that can be resolved during the first call/e-mail, as well as inquiries that require substantive research for a response.
7. Ensures accuracy in processing and responds within service level guidelines.
8. Escalate complex issues to Tier 2 level support for further investigation and resolution
9. Contribute to the improvement of HR Service Center processes and resources
10. Provides education, information, and enrollment assistance to new hires and newly-eligible employees and participates in the open enrollment processes.
11. Interacts with internal and external resources, including vendors and all HR departments to furnish or obtain information to close cases or elevate appropriately. Utilizes databases to research and resolve cases
12. Provides administrative support for HR division, including maintaining data systems, coordinating on-boarding and termination activities, and mid-year changes.
13. Performs other duties as required or assigned.

Qualifications:

• Associate’s degree with 1 year of related Customer Service experience or equivalent in education and experience required.
• 1 year of experience in a Human Resources setting preferred.
• Excellent critical thinking and interpersonal communication skills required.
• Exceptional customer service and interpersonal skills to build positive relationships with employees at all levels.
• Well-developed team skills, unquestioned integrity, and the experience, confidence, and presence to effectively handle interpersonal relationships and sensitive HR issues.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook required.
• Must be able to take initiative to prioritize work and meet deadlines.
• Proven ability to handle confidential and sensitive information with a high degree of discretion and propriety at all times.

Required Licensure/Certifications:

• None