What are the responsibilities and job description for the Human Resources Coordinator position at nTech Workforce?
Title: Human Resource Service Center Rep 3
Location: The office is located in Irving, TX, but a remote opportunity may be considered
Terms of Employment
• Contract, 12 Months
• Work Schedule: Office located in Irving, TX, but a remote opportunity may be considered
Overview
The Human Resources Service Center (HRSC) is seeking a HR Service Center Rep 3 for the HR Help Desk. The HRSC Rep 3 is the primary point of contact for employees, managers, human resources, and external customers to respond to and resolve a variety of inquiries related to multiple areas of knowledge. The HRSC Rep 3 is responsible for providing enterprise-wide Tier 1 support through various channels such as phone, chat, case management and email for multiple support areas including Human Resources, Payroll, Timekeeping, Travel & Expense, and other HR functions as needed. Additional duties include processing HR transactional tasks related to Employment Verifications, Tier 1 Payroll processing, Global Learning Exchange (GLX), HR Document Management, Education Assistance, W-4, Mail processing, COVID intake, Workplace Accommodations, Emergency Contact Center, PTO Donations and HR Business Partner escalated support.
Responsibilities
• Answer and resolve a broad range of HR-related questions and inquiries utilizing analytical & investigative skills, deductive reasoning, knowledge-based articles, and comprehensive training while maintaining high quality customer service. Escalate cases when necessary to successfully resolve customer questions in a timely manner.
• Effectively probe and pursue follow-on topics to troubleshoot issues, reach a constructive resolution, and accurately document actions taken in the case management system by creating a logical and concise communication, with strong attention to detail.
• Manage difficult situations and communicate appropriately with all levels of customers; ensuring high quality customer service, satisfaction and service level agreements are met while resolving cases.
• Assist employees with more complex HR inquiries using available resources to minimize need to escalate incidents to HR Business Partners.
• Administer back-office HR processes such as completing Employment Verifications, providing HR Document Management support, responding to physical mail, managing PTO Donations, and other functions, while ensuring compliance with company policies.
• Support employees impacted by disasters upon Emergency Contact Center activation.
• Handle confidential information in a professional manner, respecting employee privacy while maintaining company confidentiality.
Required Skills & Experience
• High school diploma or equivalent required and 3 years of related education/experience.
• Previous experience interacting with customers in a high-volume transaction service center environment; including experience in a call center using multiple systems and a structured phone schedule.
• Exceptional, confident and professional customer service skills are required.
• Strong problem solving, organizational, time management and technology skills.
• Must possess strong interpersonal and communication skills; both verbal and written. Must be able to manage multiple priorities and show initiative and creativity.
• Ability to abide by assigned work schedule and work a variety of shifts to support business needs across multiple time zones
• Ability to maintain confidentiality information.
• Working knowledge of Workday or Service Now.
• Proficiency with Microsoft Office suite (Outlook, Teams, Excel, Word)
Salary : $20
