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Rep,HRMS Service Center
Ref No.: 18-01137
Location: Santa Ana, California
Start Date / End Date: 04/17/2018 to 10/23/2018
The HR Services Representative is responsible for answering and handling inbound communications from employees as well as conducting outbound follow-up as required. The HR Services Representative will answer concerns and questions on human resources related issues, as well as evaluate employee's needs and escalate or redirect question/issues to the appropriate departments as necessary. The HR Services Representative will be responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer service. Shared service staff members will follow procedural guidelines to respond to and/or research customer inquiries in a timely manner.
  • Deliver and uphold service center standards and practices
  • Meet ESC KPIs and Service Level Agreements
  • Primary channel for routine employee and manager inquiries regarding HR policy, processes and systems
  • Provide accurate, consistent and timely responses to inquiries via phone, mail, chat or other means
  • Assist manager and employee with ESS/Client support; provide guidance on portal & system navigation, and completing transactions in Workday
  • Perform basic administration processing, data input and verification of required documentation
  • Respond to and troubleshoot employee and manager-related transactions and issues: Workforce transactions, data corrections, and rescinds (new hires, onboarding, job changes, terminations, etc.)
  • Employee data issues: organizational and personal data changes and job changes
  • Triage payroll issues by coordinating with or handoff to Payroll
  • Provide Time Card correction support
  • Assist with timesheets and timekeeping approvals
  • Auditing or reviewing workflow and transaction processing (individual level)
  • Create and maintain cases, as well as, keeping case management system with up-to-date, accurate information on open cases until final case resolution
  • Maintain employee documents and handle requests for employee file information
  • Support on-boarding and employee set up
  • Update and maintain knowledge base FAQs, solutions and troubleshooting guides (move to the senior role if anything but this one should most likely be deleted.
  • Employee data issues: organizational and personal data changes and job changes
  • Triage Leave of Absence and Benefit issues; manage coordination with or handoff to providers to resolve
Job Complexities
  • Using established procedures to perform assigned tasks. Work is routine and instructions are usually detailed
Supervision Received/Extended
  • Works under close supervision applying well established techniques, procedures or specific standards
  • Work is reviewed for soundness of judgment and overall accuracy
  • No responsibility for the supervision of others
Knowledge and Skills/Technology Used
  • Shown ability to provide outstanding customer service, ensuring the customer's questions/concerns or issues are answered and/or resolved accurately
  • Demonstrated excellent verbal communications and listening skills via telephone; solid written communication skills
  • Proficiency in MS Office and HRMS (Workday preferred); ability to multi-task using several applications while assisting a customer
  • Familiar with case management tools (e.g., Service Now)
  • Flexible to adapt to work specified shift and extended hours as necessary
Typical Education
  • High School diploma or equivalent
  • College Preferred
Typical Range of Experience
  • Minimum 1 - 2 years of customer service experience or HR Experience
  • Worked in a fast-paced environment; adaptable and dependable in an organization with constant upgrade/enhancement of technology features and service capabilities to its customers