Hr Service Delivery Advisor I - Hr Customer Service Center

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Job Summary:

The HR Service Delivery Advisor I serves as the first point of contact for Human Resources information for former and current teammates and managers who have general questions or issues relating to benefits and/or other HR transaction needs. The Advisor Is also responsible for processing routine employee HR personnel transactions with a high degree of accuracy and timeliness.

Description of Job Duties:

First Point of Contact:

• Serve as the initial point of contact for HR-related inquiries from employees and stakeholders.
• Respond promptly and effectively to inquiries via phone, email, and chat, providing accurate and relevant information.
• Establish a positive and helpful rapport with customers, building trust and confidence in HR services.

Exceptional Customer Service:

• Provide professional, friendly, and reliable support to all inquiries, ensuring a high level of customer satisfaction.
• Listen actively, empathize with concerns, and demonstrate a commitment to resolving issues promptly.

Performance Metrics:

• Meet and exceed performance metrics for handling phone calls, ensuring timely and accurate resolution of inquiries.
• Utilize the ServiceNow case management system to efficiently track and manage inquiries, ensuring follow-up actions are taken.

ServiceNow Case Management:

• Utilize the ServiceNow case management system to log and document inquiries, capturing relevant details of interactions.
• Maintain accurate records of discussions and actions taken, facilitating seamless communication among HR team members.

Employee Transaction Processing:

• Process general employee HR transactions.
• Ensure accuracy and compliance with established HR policies and procedures.

Collaboration and Communication:

• Collaborate with HR team members to resolve inquiries and provide comprehensive solutions to employees.
• Communicate effectively with cross-functional teams to address inquiries requiring specialized expertise.

Confidentiality and Data Security:

• Handle sensitive employee information with the utmost confidentiality and adhere to data security protocols.
• Ensure compliance with data protection regulations and company policies.

Other Information

Education & Experience:

• If Associate’s degree or higher – no experience required
• If HS Diploma or GED - four years of relevant Customer Service experience
• Two years of HR Related Customer Service experience preferred

Knowledge, Skills and Abilities:

• Ability to multi-task and work quickly to bring call/case to resolution in a fast-paced environment
• Must be able to meet determined performance metrics for phone calls as well as ServiceNow case management system
• Strong written and verbal communication and interpersonal skills
• Ability to organize and prioritize work and meet deadlines established
• Shows interest and self-motivation
• Expresses initiative, teamwork and a positive attitude.
• Ability to adapt to new technology and learn new skills quickly, strong attention to detail

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $19.11 - $27.16 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.