Through the case management system and onsite presence, the Human Resources Service Center Representative serves as the first point of contact and voice of Human Resources (HR), assisting current and prior employees, managers, retirees, and stakeholder inquiries regarding all HR questions. They obtain and provide requested information or take action to research, resolve, refer or escalate issues.

This is a full-time 40-hour/week on-site day-shift position working Monday - Friday, 8:00 am- 5:00 pm, located at our Colburn Hill offices.

1. Responds to inquiries from employees, former employees, retirees, managers, and other stakeholders 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 the 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 agreements.
8. Escalate complex issues to Tier 2 level support for further investigation and resolution.
9. Provides education, information, and enrollment assistance to new hires and newly-eligible employees and participates in the open enrollment processes.
10. 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.
11. Provides administrative support for the HR division, including maintaining database systems, coordinating onboarding and termination activities, and mid-year changes.
12. Performs other duties as required or assigned.

• 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

Dartmouth Health is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.