Role Description
Provide high touch services to employees, Human Resource staff, managers, and executives ensuring all team service level agreements are met.
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Maintain strong knowledge of policies, procedures and systems to offer quick and accurate assistance to customers.
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Manage work using various applications, job aids and procedures.
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Research, resolve and respond to inquiries/requests covering a multitude of topics via various input channels (Chat, Voice, Email, Case, Social Media, etc.).
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May serve as an administrative liaison with others within or outside the organization regarding issues specific to HRSS.
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Provide support, development and/or leadership guidance to all volunteers.
Prefer a candidate located in the PST or MST time zones. Work hours would be 8am-5pm PST or 9am-6pm MST.
WHERE YOUR CAREER IS A FORCE GOOD:
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Research, resolve, and respond to customer/vendor inquiries and requests using various applications, job aids and scripts.
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Topics may include Compliance, Labor, Recruiting, Talent, Reporting, Leave of Absence, Benefits, Pay, Employee Relations, Compensation, Performance, Workday, Policy, Teamcare (Union), Employee Engagement, and Training.
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Serve as liaison between HR and COE’s.
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Offer a high touch client experience and maintain a high level of professionalism at all times.
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Manage escalated, technical, and urgent system and reporting requests through to completion and within established workflows, SOPs, and protocol.
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Ensure necessary follow-up to improve client satisfaction.
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Perform pay related calculations relating to pay adjustments.
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Understand and analyze paychecks to answer pay related questions.
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Research, gather data and answer inquiries for employee payroll records, employment verifications, unemployment inquiries, Workman’s Compensation claims and work schedules for employees pre-HRIS.
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Maintain/use legacy data and systems.
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Provide support for record keeping and reporting requirements including payroll, FMLA, COBRA, workers compensation, retirement system and state disability insurance (where applicable).
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Provide end user support for HR-related systems and various other business applications.
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Administer HR system processes including preparing employee data for input, completing forms/templates, executing reports, processing password resets and various updates directly into HR systems.
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Analyze unit operating practices and recommend revisions to improve established procedures.
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Provide input related to maintenance of departmental SOP’s and Knowledge Articles.
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Participate in department training needs as necessary.
#LI-Remote
Qualifications
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Education: High School Diploma or equivalent required. Associate’s or Bachelor’s degree in a related discipline preferred.
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Experience: Minimum 3 years of related work experience or equivalent combination of education and related experience.
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Workday experience preferred.
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Shared Services experience (HR/Payroll) preferred.
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Experience with Labor Relations/Unions preferred.
Requirements
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Ability to work within an 8am ET to 8pm ET time window. Overtime, holidays, and weekend work possible.
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Ability to handle extremely sensitive data with highest level of confidentiality.
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Ability to handle high level escalations from all levels of management.
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Strong written/verbal (phone) communication and listening skills.
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Strong customer orientation and interpersonal skills.
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Ability to demonstrate technical and functional competence including proficiency in MS Office Suite, or other relevant applications.
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Familiarity with CRM systems and practices.
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Ability to work both in an in-person and/or virtual team environment, if needed.
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Ability to work on a team and independently.
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Strong organizational and documentation skills.
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Focus on quality with a great attention to detail.
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Ability to analyze, solve problems and resolve conflicts.
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Ability to adapt and respond to different personality types.
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Ability to multitask, adapt to changing priorities, work under pressure and incorporate feedback to improve performance.
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Knowledge of HR/Payroll laws, regulations, concepts, and transaction processing highly desirable.
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FPC, CPP, PHR certification a plus.
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Travel: Minimal travel (team meeting once a year).
Compensation
The salary range for this position is $21.00-$24.00 per hour.