AddressTHIS POSITION IS ONSITE AT THE CORPORATE OFFICE IN DETROIT, MI. NO REMOTE WORK.
GENERAL SUMMARY:
Under general supervision, provides quality initial support services to all HFHS employees with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating and analyzing the employee request/concern, quickly interpreting the situation, determining the appropriate resolution and/or escalation, and communicating the resolution and escalation to the customer. Assists HFHS employees and managers with basic to moderately complex questions related to Human Resources (HR), Payroll, Benefits, Time and Attendance and other HR related issues. Maintains accurate documentation within case management system of calls, transactions, and outcomes of issues raised for administrative review and follow up.
Assists HFHS employees with basic to moderately complex questions related to employee/manager self-service, intranet, or PeopleSoft utilization. The position requires attention to detail and strong customer service experience.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provides initial support, investigation, resolution and follow up to incoming inquiries/calls related to Human Resources (HR), Payroll, Benefits, Time and Attendance and other HR related issues.
- Resolves basic to moderately complex issues. Maintains knowledge of all first tier related questions in order to provide prompt, highly responsive and superior customer service to all inquiries.
- Identifies and escalate issues to HR Representative II as appropriate.
- Maintains accurate documentation within case management system of calls, transactions, and outcomes of issues raised for administrative review and follow up. Identifies trends that may need additional attention and reports to the Manager.
- Adheres to current workplace procedures in accordance with procedure manual and standard operating procedures.
- Provides input for customer service standards and maintain the same.
- Participates in cross-functional teams and initiatives related to process improvements and enhancements.
- Maintains professional growth and development through seminars, workshops and other learning opportunities.
- Performs other related duties as assigned or requested.
EDUCATION/EXPERIENCE REQUIRED:
- Associate’s Degree or two (2) years’ completion of college, or equivalent two (2) years’ HR experience, or two (2) years’ customer service in lieu of degree.
- Two (2) years of customer service.
- One (1) year of HR Experience, preferred.
