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Employee Service Center Specialist - Senior
Location
United States
Posted
13 days ago
Salary
$26 - $93.2K / year
Seniority
Senior
No structured requirement data.
Job Description
Employee Service Center Specialist - Senior
American Electric Power
Role Description This role is responsible for being the first point of contact and for all incoming requests for HR inquiries. Requests come in through a ticketing system, or via phone. Issues will be resolved by this role or escalated to others via a case management system. You will utilize standardized information, processes, FAQs, policies, HR knowledge bases, desktop procedures, and other reference materials to assist with inquiries and to perform work. You will be responsible for entering and providing accurate information and data for company employees, leaders, potential candidates, and former employees in the HR systems. This is a single position posted at multiple levels. The qualifications below are based on the Specialist level. Additional skills and experience are required for the Senior level. Responsibilities - Resolve incoming inquiries from various communication channels in real-time with the goal of first contact resolution. - Create accurate and timely escalation cases for other HR groups, as needed. - Process routine system transactions in a manner consistent with established procedures and deadlines. - Handle a high volume of customer inquiries via Workday ticket, phone, email, or voicemail. - Update and maintain an employee's system record including tasks such as: - Address and marital status changes - Employment verifications - Job changes, promotions, step progressions - Status changes, leaves of absences, suspensions - Return from leaves, terminations, retirements, active deaths, and severances - Coordinate Educational Assistance (EA) reimbursement to the company. - Analyze and process all vacation donation requests. - Assist Compensation and Legal in resolving organizational, compensation, and other issues. - Conduct audits and related work. - Perform other duties as assigned. Qualifications - High school / GED degree required. - Associate degree in human resources, business management, finance, or a related field, or two to three years of advanced studies preferred. - Minimum three years' experience in human resources, business, or analytical type work. - Physical demand level is Sedentary. Requirements - Demonstrated proficiency with computers and computer programs. - Effective communication skills via telephone, email, chat, and in-person. - Strong organizational and analytic/problem solving skills. - Customer focused and able to express empathy. - Willing to adapt and display a positive attitude. - Value and promote team spirit; exhibit professionalism within the workplace. - Maintain punctuality and adherence to set schedule with extra hours as needed. - Solid research and follow-up skills. - Able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues. - Must be flexible to work any shift during the operating hours of the Employee Service Center (7:00 am to 6:00 pm Eastern, Monday through Friday). Compensation - Compensation Grade: SP20-004 - Compensation Range: $25.99 - $93,188.50 - The Physical Demand Level for this job is: Sedentary Work.
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