HR Services Resolution Expediter (Remote)

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Position Purpose

The associate in this position takes inbound communication from both internal and external customers via telephone, chat, letters, e-mail, and/or social networks. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer issues including complex and/or time-sensitive human resources escalations. Provides reach back support and guidance to associates to enhance customer service. Identifies problems that he/she cannot resolve and escalates them to appropriate department within the HR enterprise. Takes ownership of customer issues and provides complete end to end issue resolution, including providing explanation to the customer, by utilizing resources available.

Key Responsibilities

• 80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution.
• 20% Customer issue resolution including follow-up to internal and external resources. Other activities as assigned by leadership.
  
  

Direct Manager/Direct Reports

• Supervisor HR Services
• No direct responsibility for supervising others.
  
  

Travel Requirements

• Typically requires overnight travel less than 10% of the time.
  
  

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is a frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
  
  

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
  
  

Preferred Qualifications

• HR Certification (aPHR, PHR, SHRM-CP) preferred, not required
• Proficient in Salesforce, Workday, Dimensions, and Outlook and navigation of common web applications
• Customer Service Experience to include high priority escalations
• Human Resources Experience
• Technical aptitude for troubleshooting
• Ability to partner with internal and external business partners
  
  

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
  
  

Preferred Education

• No additional education
  
  

Minimum Years Of Work Experience

• 2
  
  

Preferred Years Of Work Experience

• No additional years of experience
  
  

Minimum Leadership Experience

• None
  
  

Preferred Leadership Experience

• None
  
  

Certifications

• None
  
  

Competencies

• Negotiating/Influencing skills
• Excellent verbal and written skills
• Attention to quality and detail
• Microsoft Windows/Office proficient
• Proficient typing/keyboarding skills
• Multi-tasking capability/Time and Case Management skills
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $24.00 - $24.00