Human Resources - HR Customer Service Representative HR Customer Service Representative

Job Description: Human Resource Associate Reports To HRA Supervisor Job Overview The People Services Human Resource Associate is a member of the Human Resources organization. In this role, the HR Associate reviews all inquiries intended for Human Resource Advisors or functional specialists to ensure timely and efficient processing by assigning to the correct team to manage through to resolution. Responsibilities and Duties Triage items received by email, postal mail, or direct access in the case management system to direct to the proper assignment group Provide support to HR Advisors, Supervisors and Managers to ensure timely processing of inquiries within the case management system Proactively identify and report any case trends to facilitate quick response to issues Utilize knowledge base and employee facing portal () to interpret customer needs and resolve basic inquiries Support basic customer inquiries via data entry into HCM (Workday) Utilize various HCM systems to fulfill requests Prepare appropriate letters and forms in response to customer inquiries Liaise with third party vendors as applicable to resolve customer inquiries Guide employees and managers to available resources, e.g. tool kits, videos or training materials to facilitate direct access adoption Provide high touch customer service, ensuring communication is frequent and accurate Ensure proper documentation of inquiries including troubleshooting root cause and resolution Provide feedback on customer issues and the knowledgebase so that management can address and improve the items Participate in scheduled and ad hoc training in order to improve policy and process acumen Must have requirements: High School diploma or equivalent required Experience working in a fast-moving, complex, ever changing environment Ability to use sound judgement and research skills in order to identify the right solution to meet business needs Strong verbal and written communication skills to interact with clients and the HR function to deliver business needs Strong attention to detail Embraces and support team work Language requirements beyond English: Fluent in at least one of the supported languages (specific language requirements to be updated per the needs, when published for recruitment) Desired requirements: College Degree Basic knowledge and understanding of HR policies, processes and regional employment laws HR Operational Experience Additional Job Requirements: None