Job Description

Provides outstanding service to HR customers including active employees, HR colleagues and retirees for HR-related inquiries. Processes HR transactions with quality, timeliness and efficiency; troubleshoots and problem solves while encouraging self-service. Serves as the face of HR for all customers.

Essential Functions:

* Responsible for resolving employee and HR customer telephone and/or electronic inquiries and service requests for the HR COE areas including but not limited to: Benefits, Staffing, Compensation, HRIS, Leave Administration, and Employee & Labor Relations
* Educates employee and HR customers on company practices/policies and tools to encourage them to resolve questions on their own.
* Daily phone work using call management system.
* Supports managers, employees, and HR staff in the execution and consistent application of core HR processes and activities; provides solutions; coaches and counsels
* Owns HR case management process including opening cases (tickets), managing customer expectations, managing escalations, and closing cases; develops solutions by collecting and analyzing information
* Provides accurate, consistent and timely responses to HR process, system and policy requests
* Refers complex cases requiring interpretation to the appropriate HR Specialist or if necessary, the Center of Expertise (COE) or HR Business Partner
* Utilizes HR knowledgebase and tools required to support operational needs
* Assists with updating the HR knowledgebase and related desktop procedures as needed and makes recommendations for HR Portal content
* Maintains customer contact until the inquiry is resolved, including informing customer of status and resolution
* Achieves or exceeds service-level agreements to ensure a high quality of service delivery (accuracy of responses, timeliness, professionalism)
* Makes recommendations for improved/streamlined procedures, seeking to improve efficiency
* Contributes to the maintenance of employee records and files, ensuring compliance with all legal requirements as well as satisfying related inquiries from employees and HR customers
* Enhances department and organization reputation by accepting ownership for resolving new and different requests, and exploring opportunities to add value
* Acts as an informal resource for colleagues with less experience
* Performs various tasks as assigned

Technical Knowledge/Skill

* Knowledge of HR basics. Adept at technology. Superior customer service skills. Excellent communication skills. Strong attention to detail, organized, analytic ability, problem solving, troubleshooting and follow-up skills. Ability to successfully handle multiple tasks and changing priorities.

Education:

* Requires a High School Diploma. Bachelors Degree and HR certification preferred.

Experience:

* Minimum of three (3) years of HR experience.
* Demonstrated skill in providing superior service to customers including but not limited to HR colleagues, active employees, retirees, etc.
* Demonstrated skill in developing solutions, teamwork and embracing technology

Licenses & Certifications:

* HR certification preferred

Working Conditions:

* Must be available to work emergency restoration assignment as required.
* Must be available to travel between MA/CT/NH as necessary.
* Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing and communicating.

Mental Aspects:

* This role works in an environment that often requires the performance of multiple simultaneous activities where deadlines need to be met and work is performed sometimes under pressure while involving business commitments and results. Must be able to work independently and collaboratively within the organization and be able to recognize and work with sensitive and confidential information

Leadership Behaviors/Competencies:

Set and Communicate Direction and Priorities

* Know the business plan and how your role connects to it
* Identify problems, issues; take responsibility for resolution
* Set high standards for self; deliver quality performance
* Raise ideas for improvement
* Communicate, communicate, communicate

Build Trusting Relationships

* Follow through on commitments made to manager, colleagues, and customers.
* Address difficult or controversial issues and encourage others to do the same.
* Have honest dialogue with others

Manage and Develop People

* Set performance goals that align with department and company goals
* Meet regularly with your supervisor/manager to discuss your performance
* Seek opportunities to develop skills and gain knowledge through on the job opportunities, i.e. working on projects, attending meetings, etc.

Foster Teamwork and Cross-functional Collaboration

* Work collaboratively within and across the organization to achieve One Company and other goals
* Recognize and address cross functional implications of your work

Create a Diverse, Inclusive Workforce

* Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work

Lead Change

* Proactively seek out opportunities to improve business performance and customer service.
* Respond positively to new demands or circumstances
* Exhibit a can-do attitude to support changes in priorities and work processes

Focus on the Customer

* Deliver superior service to our customers, both internal and external, in a reliable, attentive, courteous, quality, proactive and timely manner

Worker Type:

Regular

Number of Openings:

1