What are the responsibilities and job description for the HR Generalist position at Hansen Talent Group?
Job Details
Position Overview:
The HR Customer Support Analyst provides quality support with a high degree of customer satisfaction by addressing HR-related inquiries and resolving issues in a timely and professional manner for association and external customers; logs and documents all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures; and has frequent contact with internal and external customers, peers, and managers.
Duties & Responsibilities:
- Serves as the first point of contact for HR-related questions, including those related to payroll, benefits, compensation, HR systems, and policies, ensuring a positive employee experience and efficient resolution of cases.
- Uses multiple system tools to search and troubleshoot questions and issues of systems and applications.
- Ensures the customer s issue is fully resolved for all requests.
- Respond to employee HR questions via phone, email, and case management systems, maintaining a high standard of professionalism and confidentiality.
- Guide employees in using self-service tools within the HRIS for tasks such as updating personal information, accessing pay slips, and managing benefits.
- Troubleshoot basic system issues and escalate technical problems to the HR technology team when necessary.
- Escalate complex issues to HR subject matter experts or leadership as needed, ensuring follow-up and resolution.
- Collaborate with HR teams to develop resources, FAQs, and training materials to improve self-service capabilities.
- Identify recurring issues or trends and recommend process improvements to enhance the employee experience.
- Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and Human Resources.
- Accountable for personal self-development to include maintaining first level knowledge skill set for supported systems.
Requirements:
- Education and/or experience equivalent to an Associate Degree in Human Resources or Business Administration.
- Experience in customer support/call center environment preferably dealing with any of HR functions, including benefits, payroll, and HR systems; 1-3 years of experience in HR, customer service, or related roles.
- Certified Help Desk Professional preferred. HIPPA Certification via the Career Caf annually.
- Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management.
- Strong customer service orientation; desire to embrace technology as a means of improving service.
- Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
