Support Specialist HR Service Center

Success is created by people, not by departments. Knowing the destination isn't enough: you need to know how to get there. Build up your own networks, exploit new ideas, consistently take the initiative. Inspire other people with your enthusiasm. That's the only way to give ideas the power that allows them to become true innovations. We want to keep driving towards the future, so our team is currently seeking a Support Specialist HR Service Center.

• Serves as an Associate contact in an inbound request and human resources (HR) service center environment.
• Utilizes knowledge base and case management software tools to assist Associates in completing their human resource transactions and to respond to general Associate questions in accordance with established service center targets and standards.
• Completes electronic and in-person onboarding and orientation activities.
• Responds accurately and timely to associate questions and inquiries about associate programs, human resources policies and procedures.
• Interacts with associates in-person and via telephone, e-mail and electronic transmissions to answer questions and provide assistance in the completion of human resource transactions.
• Assists associates in providing appropriate documentation and paperwork as required per the applicable processes.
• Utilizes knowledge base informational software to answer associate inquiries.
• Inputs incoming questions and details (topics, outcomes) into a case management software system to be used to track the service center usage and areas that need additional information published within Plant Spartanburg.
• Inputs, updates, and/or retrieves information from various human resource processes to develop process efficiencies.
• Alerts the service center supervisor when there is inconsistent, or an absence of, information in the knowledge base to answer associate questions.
• Routes calls and follows up on closure to appropriate staff and/or subject matter expert if the question cannot be closed by the HR service center.
• Performs all work in accordance with established service center targets and standards.
• Initiates status reports to the service center supervisor when delays occur in responding to inquiries.
• Works with subject matter experts and responds back to associates with final answer.
• Assists in training associate service center staff, as necessary.
• Utilizes emerging technology such as artificial intelligence, process automation tools, and data analytics to improve process efficiency and effectiveness.
• Meets compliance standards and completes regular audits.
• Understands and models VPS (Value Added Production System) Principles and concepts of Standard Work.
• Adheres to 5S and Safety Standards and Principles.
• Performs other duties as assigned by management.

Qualifications:

• BS degree in Business, Human Resources, or other relevant field or 4 years of work experience in a Human Resources role.
• 3 years of experience in a customer service role.
• 3 years of experience using and learning various computer software and systems.
• Work experience dealing with difficult and highly emotional situations.
• Human Resources process experience (preferred).
• 3 years of communication skills both written and verbal as proven through work experience.
• 3 years of computer skills in MS Excel, Word, and PowerPoint as proven through business application.
• Ability to learn new systems as proven through work experience (i.e. service center knowledge base and case management systems).
• Ability to handle a high volume of associate calls daily while maintaining a positive associate service attitude.
• Ability to work in a highly confidential, structured, and measurement- oriented environment.
• Ability to manage through difficult and highly emotional situations as proven through previous work experience.
• Ability to manage confidential information as proven through prior work experience.
• Basic knowledge of general human resources practices.