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HR Service Center Representative

Carle Health - Carle Clinic General Surgery
Champaign, IL Full Time
POSTED ON 3/2/2025
AVAILABLE BEFORE 5/26/2025

Details

Client Name

Carle Health - Carle Clinic General Surgery

Job Type

Local

Offering

Non-Clinical

Profession

Professional

Specialty

Admin

Job ID

14934832

Job Title

HR Service Center Representative

Weekly Pay

680.0

Shift Details

Shift

Days 5x8

Scheduled Hours

Job Order Details

Start Date

10 / 14 / 2024

End Date

01 / 11 / 2025

Duration

13 Week(s)

Job Description

Duties : Job Summary :

This position acts as the first point of contact within the HR department for issues and requests from current employees, former employees, and leaders; using customer service skillsets to provide sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment and initiative; collaborating with various departments to resolve human resource concerns; provides a positive experience to our customer base while resolving cases in the areas of benefits, talent acquisition, talent development, and other employment-related areas.

Essential Functions

  • First point of person-to-person contact for answering questions about HR programs, services, processes and tools.
  • Answers routine HR policy and process inquiries for HR department scope of services.
  • Utilizes a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).
  • Provides support for entry tier level inquiries; escalates to appropriate tier as needed, following up to ensure customer needs are effectively and efficiently addressed in a timely manner.
  • Manages ticket closure within established service line agreements (SLA).
  • Works to achieve established service center metrics and goals.
  • Provides a positive customer experience while addressing HR inquiries, issues and requests.
  • Builds and maintains productive working relationships across HR Centers of Excellence while resolving customer issues, creating and updating procedures and processes, resulting in complete documentation for customer issue resolution.
  • Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.
  • Proactively identifies root causes and recommends solutions to reduce customer case volumes.
  • Regularly reviews knowledge base resources and updates to ensure accuracy.
  • Performs all work in accordance with established call / service center processes and procedures.
  • Works with and protects sensitive HR data in alignment with established service center processes and standards.
  • Promotes and contributes to a positive work environment.

Skills :

Required Skills & Experience :

  • Independently able to analyze complex situations and make recommendations for solutions or alternatives.
  • Demonstrates high learning agility for technology.
  • Ability to work effectively both independently and within a team setting.
  • Ability to multi- task and manage competing priorities.
  • Demonstrates initiative and willingness to take on new work.
  • Possesses good written and oral communication skills and a professional demeanor.
  • Ability to write and establish procedures for various processes within the department.
  • Able to work in a fast-paced, team oriented, call center environment.
  • Proficient in Microsoft Excel and Word applications.

    • Preferred Skills & Experience :

  • Inbound Call Center and / or front-line human resources or employee benefits administration environment; experience utilizing knowledgebase and case management systems, preferred.

    • Education : Required Education :

  • Associate's Degree, or 2 years of customer service / call center experience.

    • Client Details

    Address

    3103 Fields S Dr

    City

    Champaign

    State

    Zip Code

    61822

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