Requisition ID: 223493
Locations: Charlotte
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Job Overview
The HR Service Center Representative II serves as the Subject Matter Expert (SME's) for the HR Service Center and manages the accuracy and compliance of all administrative and transactional tasks within the HR Service Center. This position serves as the point of contact to respond to basic and escalated employee and manager inquiries through telephone and email support. Provides accurate information about policies, processes, and programs to resolve employee inquiries and matters on a timely basis, while maintaining a high level of customer service. Serves as the key point of escalation to other Subject Matter Experts (SME's) and Centers of Specialized Expertise (COE's). Works closely with other HR stakeholders and leads the team in actively supporting the company's HR culture.
Duties & Responsibilities
- Provides resolution through accurate and timely information to current and previous teammates who correspond with the HR Service Center on a wide array of matters (benefits, payroll, policy interpretation, employee relations, etc.) Offers professional and confidential customer service at the highest level to contribute to employee engagement.
- Serves as the lead on HR Service Center-related projects and initiatives, including providing additional leader support as applicable
- Serves as the primary or secondary point of contact for outside vendors to serve employees and to meet business needs (ADP, The Work Number, etc.) including requesting changes and reviewing invoices.
- Leads the day-to-day responsibility and compliance for specific HR service Center functions including Unemployment Claims, I-9 Management, Onboarding/Orientation, and provides support to HR staff, all associates, and members of senior management. Leads company audits on a regular basis to review accuracy and compliance at all site locations.
- Serves as a lead on the team, providing coaching and training to HR Service Center Representative I’s. Leads the creation of internal training tools, process manuals, and provides staff training. Serves as a subject matter expert and guide to support all departments
- Reviews current processes and provides recommendations for process improvement initiatives.
- Serves as the Lead when the manager(s) are unavailable, including approving team timecards, and schedules, and directing workflow.
- Other duties as assigned
Knowledge, Skills, & Abilities
- Proven ability to work swiftly but conscientiously to serve the needs of teammates while remaining attentive to others in queue.
- Demonstrated problem-solving skills including experience handling disheartened callers in a professional manner.
- Effective oral and written communication skills, including but not limited to strong interpersonal skills to assist employees and managers of all levels.
- Demonstrates strong organizational and follow-up skills.
- Ability to multitask effectively and prioritize work.
- Excellent keyboard skills which includes MS Office skills to create routine correspondence, reports or presentations
- HR software experience preferred
- Exhibits strong ability to effectively partner with HR Service Center Team and others (HR and other operations).
Minimum Qualifications
- High school diploma or GED
- Knowledge acquired through 1 to up to 3 years of work experience
Preferred Qualifications
- Associate or bachelor’s degree preferred
- Minimum 1-2 years’ experience working in customer service (additional consideration given to HR shared service center environment experience).
Work Environment
Office Environment; Must be willing to participate in a 4 day onsite/1 day remote schedule at our corporate office in South Park
Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.
