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HR Support Coordinator
Ref No.: 17-24235
Location: Houston, Harris, Texas
This is a temporary position lasting through the end of 1st quarter of 2018 and possibly a little into the 2nd quarter. This person will focus on transactional aspects of the support and be trained on the phones. As long as they have good attention to detail and a good customer service attitude they should do well in this role. GENERAL ACCOUNTABILITIES Delivers exceptional customer service to ensure efficient execution of administrative and system related HR functions in a shared services environment with focus on, increasing process efficiency, and improving productivity. Serves as a technical support assisting with investigating and resolving HR related customer inquiries or issues. Researches issues and escalates as appropriate.
Part 2 - Job Description
SPECIFIC RESPONSIBILITIES 50% Support • Performs customer service support by responding professionally to customer inquiries: o Responds to inbound phone calls, employee self-service tickets, and emails and ensure that effective action is taken o Assists associates in using web-based service tools o Initiates outgoing calls when call-back is required • Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (associate/manager/former associate/applicant) inquiries and resolving customer issues • Communicates HR or System objectives, policies, and procedures when necessary to respond to associate inquiry • Uses call tracking/monitoring system to document all customer inquiries, issues and transactions • Makes escalated judgement decisions and provides resolution as dictated by Company policy • Works as a team member with other members of the Shared Service Center, focusing on customer service • Assists with the implementation of programs, policies, and services provided by the company by acting as the associate's first line of contact • Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries and adds new questions or issues to database 50% Research, Analysis and Data Maintenance • Performs system maintenance for associate data as directed and in compliance with Company policy • Research, analyze and resolve problems or questions presented by associates or senior leadership using knowledge of systems and HR functions. • Recognizes unusual events or consistent problem areas and works with management to resolve • Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies • Audits information and processes as directed for completeness and accuracy and follows up as appropriate • Provides information to managers for reporting