HR Service Center Representative

DetailsClient NameCarle Health - Carle Clinic General SurgeryJob TypeLocalOfferingNon-ClinicalProfessionProfessionalSpecialtyAdminJob ID14927491Job TitleHR Service Center RepresentativeWeekly Pay$740.0Shift DetailsShiftDays 5x8Scheduled Hours40Job Order DetailsStart Date10/14/2024End Date01/11/2025Duration13 Week(s)Job DescriptionDuties:Job Summary:This position acts as the first point of contact within the HR department for issues and requests from current employees, former employees, and leaders; using customer service skillsets to provide sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment and initiative; collaborating with various departments to resolve human resource concerns; provides a positive experience to our customer base while resolving cases in the areas of benefits, talent acquisition, talent development, and other employment-related areas.Essential Functions-First point of person-to-person contact for answering questions about HR programs, services, processes and tools.-Answers routine HR policy and process inquiries for HR department scope of services.-Utilizes a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).-Provides support for entry tier level inquiries; escalates to appropriate tier as needed, following up to ensure customer needs are effectively and efficiently addressed in a timely manner.-Manages ticket closure within established service line agreements (SLA).-Works to achieve established service center metrics and goals.-Provides a positive customer experience while addressing HR inquiries, issues and requests.-Builds and maintains productive working relationships across HR Centers of Excellence while resolving customer issues, creating and updating procedures and processes, resulting in complete documentation for customer issue resolution.-Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.-Proactively identifies root causes and recommends solutions to reduce customer case volumes.-Regularly reviews knowledge base resources and updates to ensure accuracy.-Performs all work in accordance with established call/service center processes and procedures.-Works with and protects sensitive HR data in alignment with established service center processes and standards.-Promotes and contributes to a positive work environment.Skills:Required Skills & Experience:-Independently able to analyze complex situations and make recommendations for solutions or alternatives.-Demonstrates high learning agility for technology.-Ability to work effectively both independently and within a team setting.-Ability to multi- task and manage competing priorities.-Demonstrates initiative and willingness to take on new work.-Possesses good written and oral communication skills and a professional demeanor.-Ability to write and establish procedures for various processes within the department.-Able to work in a fast-paced, team oriented, call center environment.-Proficient in Microsoft Excel and Word applications.Preferred Skills & Experience:-Inbound Call Center and/or front-line human resources or employee benefits administration environment; experience utilizing knowledgebase and case management systems, preferred.Education:Required Education:-Associate's Degree, or 2+ years of customer service/call center experience.Client DetailsAddress3103 Fields S DrCityChampaignStateILZip Code