HR Coordinator I

Job Summary

The HR Coordinator is responsible for timely, efficient and accurate responses to incoming REX Portal calls and HR cases/tickets received to ensure all customers are supported professionally. The HRC gathers information to provide accurate solutions for basic questions and identifies when escalation is necessary. The HRC works closely with the REX Center team to ensure cases are followed through to completion while consistently providing the highest level of customer satisfaction. The HRC is responsible for documenting all customer interactions, requests, resolutions, and actions taken within the Case management application, ServiceNow. Provides general administrative support to the HR REX Team, as needed. The HRC is knowledgeable on the REX Center self-service tools available and provides coaching to customers on these tools when applicable.

Physical Requirements

Stand or Sit(Stationary position), Walk(Move, Traverse), Use hand/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position), Talk/hear(Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information), See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess), Reaching, Repetitive Motion
Function in the Job

Sedentary Work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Job Function

• Manage inbound calls and incoming REX Portal cases by creating and updating ServiceNow cases thoroughly, timely and accurately
• Create tasks in ServiceNow, as needed, with various HR/PR Teams
• Identify reasons for customer inquiries by listening, and asking questions to fully understand concerns
• Communicates effectively to ensure appropriate responses to customer inquiries and works timely to resolve them
• Identify issues timely and follow the REX Center escalation process accordingly
• Act as the primary role for reviewing and completing LOA requests and preparing documents for mailing
• Assists with HR Verification of Employment including Medical Support Notices
• Coordinates with RTS for OKTA Account Access issues
• Participates in the creation and maintenance of Standard Operating Procedures (SOP)
• Various Administrative tasks, as needed
• Backup for peers during periods of PTO coverage, absence or LOA periods

SUPPLEMENTAL DUTIES & RESPONSIBILITIES

 

• All other duties and responsibilities as assigned by management

Required Skills

• High School diploma or GED required
• Minimum one year (1) Call center and/or Customer Service experience required
• Minimum one year (1) experience working in an HR environment
• Excellent listening skills with a patient and empathetic demeanor
• Bilingual -English/Spanish helpful
• Clear and articulate verbal and written communication skills
• Attention to detail and ability to identify and understand customer concerns
• Customer first approach and ability to build relationships with customers
• Ability to multitask and prioritize while maintaining a positive and professional attitude
• Working knowledge of Microsoft Office products
• Accurate and detailed data entry skills
• Ability to maintain a high level of confidentiality and professionalism
• Dayforce experience is a plus
• ServiceNow experience is a plus