Human Resources Coordinator-CW

Job Description: This job will respond to inquiries and requests received from customers. This job will require a broad knowledge base across HR functional areas as a foundation to deliver timely, professional and courteous responses to all customers on initial inquiries and transaction support and execution. The incumbent will be the customer-facing representative for HR Services and operations. It is imperative that the incumbent possess the skills necessary to perform exceptional customer service, while performing transactions with a high degree of quality, accuracy and in a timely manner in accordance with agreed-upon service level agreements. Responsibilities:

• Provide courteous, respectful and reliable service to HR customers, including pre-hires, active and former employees and managers, and retirees.
• Assess and resolve customer inquiries and issues (via phone, email and chat) or escalate to the next level of service within the appropriate functional area as per the service delivery routing structure. Work with high quality and accuracy standards, capturing interactions within case management through case creation, update and closure.
• Learn and understand HR functional area knowledge and be able to navigate finding and using content within the knowledge base, applying it to resolve inquiries efficiently and accurately.
• Other duties as assigned or requested.

Required Qualifications:

• High School Diploma / GED required
• A minimum of 2-3 years of customer service experience
• Call center/high call volume experience
• Ability to manage 30-40 calls per day
• Ability to work in a fast-paced environment while delivering quality results
• Strong interpersonal skills to build and retain effective working relationships with customers and team members
• Must a critical and logical thinker
• Must have a great personality – this is key for this position
• Must be able to multitask
• Must be dependable
• Must have general computer knowledge
• Must have a desire to learn
• Must have the technical ability from a WFH environment

Preferred Qualifications:

• Bachelor's Degree in Human Resources or related field preferred
• Knowledge of case management processes
• HR background
• Experience with Workday, Salesforce or any other HR database or platform system preferred