HR Service Center Representative II

Primary Responsibilities /Accountabilities/ Essential Functions:

• Provide first tier Human Resources support by responding to incoming employee inquiries, assessing employees needs and advising and counseling employees within Company policies and procedures.
• Create a positive employee experience while managing inquiries to completion. As necessary, gathers information, research inquiries, troubleshoot employee issues, communicate, and follow up with employees.
• Log, review and assess data and ensure HR information on the employee/HR systems and portals are accurate. Inform the HRSC management team of inconsistencies.
• When necessary and/or as directed, escalate employee inquiries, concerns, complaints to appropriate individuals.
• Assist employees with troubleshooting software navigation issues with regard to self-service and/or HR systems.
• Serve as the Subject Matter Expert (SME) and trainer for HRSC processes. As necessary, makes recommendations for process improvements.
• Support Leaves/Accommodations case managers by performing first-tier support for leave of absence and workers compensation inquiries, including assisting with employee inquiries, tracking, verifying eligibility, file maintenance, and performing follow up tasks. As delegated, will manage the full life cycle of leave of absence and workers compensation cases from the initial request to case closure.
• Maintain proactive and frequent verbal and written communication with employees, managers, HR partners, and other stakeholders regarding any employee leave cases.
• Remain current with new trends and developments in Human Resources, including within the field of leaves of absence. Keeps current on legislative and regulatory issues at the State and Federal level (Family and Medical Leave Act (FMLA), state and local sick leave laws, etc.).
• May perform other, related duties as necessary.

Equipment Used and Responsibility

• MS Office Suite, including Word, Excel, PowerPoint and Outlook.
• Office machines and other office software, including phone, softphone, email, printing, scanning and fax-on-demand services.
• Uses and enters data in internal HR systems and 3rd Party Vendor sites.
• Uses and troubleshoots intranet and software navigation issues with regard to self-service and/or Human Resources Information systems (HRIS).

Supervisory Responsibilities

This position has no direct supervisory responsibilities.

Experience/ Education

• High School diploma. Bachelors degree preferred.
• Minimum two years experience demonstrating excellent interpersonal, customer service and team-oriented skills. Must be able to maintain a professional and courteous demeanor and have the ability to handle difficult situations and customers in a tactful and diplomatic manner.
• Minimum three years experience administrating HR policies, including benefits plans, leave of absence administration, workers compensation, time off/absence policies, employee relations, payroll and HR systems and applications is required.
• Preferred one-year internal experience as a HR Service Center Representative I; however, can be substituted with equivalent external experience in a comparable role.
• Excellent written and verbal communications skills.
• Detail oriented with a high level of accuracy.
• Preserves confidentiality of employee personal data.
• Strong analytical, troubleshooting skills with a strong technical aptitude and comfort level accessing and navigating HR software.
• Self-starter with good organizational, time management. Ability to work in a fast-paced environment and meet deadlines.
• General knowledge of US Federal and State regulations pertaining to paid and unpaid leaves of absence, including FMLA, state and local leave and sick time regulations.
• Must pass pre-employment background investigation.