Role Description
Executes the day-to-day tasks of the HR Service Desk (Tier 1) processes. Ensures employee inquiries are properly recorded, classified, and triaged using established knowledge articles and action plans. Provides first-contact resolution where possible and escalates inquiries that cannot be resolved using standard resources to Tier 2 HR support teams.
Job Roles and Responsibilities
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Inquiry Intake and Documentation:
Document all employee inquiries within the HR Help Desk system, following established guidelines for documentation, categorization, and prioritization. Assign or resolve inquiries accordingly.
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Tier 1 Triage and Resolution:
Serve as the first point of contact for HR-related inquiries. Utilize approved knowledge articles, FAQs, and action plans provided by HR workstreams (e.g., Benefits, Payroll, Talent) to resolve inquiries at first contact whenever possible.
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Escalation to Tier 2:
Escalate inquiries that cannot be resolved using documented knowledge articles or action plans to appropriate Tier 2 HR subject matter experts, ensuring complete and accurate case documentation to support efficient handoff.
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Trend Identification:
Identify recurring issues, gaps in knowledge articles, and potential trends. Provide feedback to Director, Operations so that workstreams can improve knowledge content, processes, and the employee experience.
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Knowledge Management Support:
Maintain familiarity with HR knowledge base content. Recommend updates or enhancements based on employee inquiries and observed gaps. Share insights with Director, Operations to promote consistency.
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Case Monitoring and Follow-Up:
Monitor the status of open cases, ensuring timely resolution and appropriate follow-up. Assist in tracking escalated cases and provide updates to employees when needed.
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Employee Communication:
Provide clear, professional, and empathetic communication to associates. Follow up with associates as needed; keep them informed of case status, next steps, and expected timelines.
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Customer Service Excellence:
Demonstrate a strong commitment to delivering a high-quality employee experience. Exhibit professionalism, discretion, and appropriate communication etiquette in all interactions.
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Cross-Functional Coordination:
Collaborate with Tier 2 HR teams, HR Centers of Excellence, Payroll, IT, and other functions as needed to ensure seamless resolution of employee inquiries.
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Reporting and Metrics:
Manage service level to meet resolution, escalation and response times.
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Compliance and Confidentiality:
Ensure compliance with all applicable regulations and company policies (e.g., data privacy, HIPAA where applicable). Maintain strict confidentiality of employee information.
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Alignment with Company Values:
Demonstrate commitment to the Company’s mission, vision, and core values.
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Additional Duties:
Responsibilities outlined above are not all-encompassing. Additional duties may be assigned as necessary.
Job Scope
The incumbent operates within a Tier 1 HR Service Delivery model using standardized processes, knowledge articles, and defined action plans. The role focuses on efficient intake, triage, and resolution of employee inquiries while ensuring consistent service delivery.
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Provides first-contact resolution using documented HR knowledge resources.
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Assesses inquiries to determine appropriate resolution or escalation path.
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Routes complex, non-standard, or sensitive inquiries to Tier 2 HR specialists.
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Supports continuous improvement by identifying knowledge gaps and process inefficiencies.
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Ensures accurate case management and timely follow-up to support employee satisfaction.
Compensation
The salary range for this position is $25-$30/hour. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.
Qualifications
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Minimum High School Diploma or GED; Bachelor’s degree in Talent Administration preferred.
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2+ years’ customer service experience.
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Time management, prioritization skills, attention to detail and a flexible schedule are required.
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Verbal communication skills and ability to convey information clearly and effectively.
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Ability to effectively handle multiple tasks in a fast-paced environment.
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Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
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Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers.
Benefits
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Medical, dental and vision coverage with low deductible & copay.
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Health Savings Account.
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401(k) + match.
Application Deadline
We will generally accept applications for at least 15 calendar days from the posting date or as long as the job remains posted.
EEO Statement
Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information on your EEO rights under the law, please
click here
.
