What You'll Be Doing:

• Provides support to our North America employees by answering general inquiries in a clear, accurate, and timely manner about HR policies, payroll, HR Services, and tools.
• Handles one to three HR programs, such as onboarding, unemployment, education verifications, audits, offboarding and/or other programs or platforms of support.
• Applies critical thinking and active listening skills to effectively diagnose callers’ needs and to determine key details to document in the case management tool.
• Utilizes multiple systems to research, troubleshoot and provide issue resolution (e.g., Salesforce Case Management System, phone, email, and chat)
• Conducts New Hire Orientation.
• Produces ad hoc reporting.
• Documents all customer interactions via Salesforce case management system.
• Ensures proper triage, escalation, and effective resolution of more complex inquiries by engaging HR Shared Services lead and/or Manager.
• Understands and meets the HR shared services team established Service Level Objectives (SLOs).
• Provides back up support to other HR Central team members, as needed.
• Contributes to keep the knowledge base accurate and consistent for the benefit of customers, peers, and the HR organization.
• Encourages and trains employees to utilize self-service resources.
• Attends meetings related to areas of support.
• Performs other responsibilities associated with this position as may be appropriate.

What Required Skills You'll Bring:

• Education Level: 

  High School Diploma or equivalent 

  Bachelor's Degree in Business Administration, Psychology, or Human Resources (or equivalent) is preferred 

• Experience 

  3+ years of experience in Human Resources (if High School diploma only) 

  1+ year of related work experience (if candidate has a Bachelor's degree) 

What Desired Skills You'll Bring:

• Working knowledge of fundamental HR principles, practices, and procedures in the State of California preferred.
• Experience in customer service or call center environment.
• Strong verbal and written communication skills.
• Ability to deliver quality, error-free work in a fast-paced, high production environment.
• Ability to demonstrate and maintain a high level of professionalism.
• Ability to build effective working relationships.
• Strong time management, organizational and prioritization skills, as well as the ability to multi-task and track multiple deliverables.
• Familiarity with utilizing technology and software (standard and specific to HR programs) for work assignments
• Ability to respond to common inquiries or complaints quickly and accurately from employees, as well as ask clarifying questions to ensure understanding.
• Customer service oriented with demonstrated ability to effectively communicate with team members and employees of all levels.
• Uses strong inductive and deductive reasoning to solve problems involving several options in situations – analytical skills.
• Strong personal accountability, resilience, and ability to work under pressure while maintaining a positive attitude.
• Minimal travel required.

Cooperation/Teamwork:

• Works well with others.
• Contributes input to improve outcomes.
• Asks others for opinions and feedback; provides feedback.

WORKING CONDITIONS

Virtual environment

Sitting, typing, hearing, and speaking for long period