HR Coordinator II

TechDigital Group; Indiana (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading HR service provider is seeking a professional to provide exceptional customer service to employees and managers through various channels. Candidates should have at least 2 years in Human Resources or customer service, with strong skills in problem solving and communication. Experience with Workday and case management systems is a plus. This role involves maintaining knowledge bases and continuously improving HR processes for better employee experiences.

Qualifications

• 2 years prior work experience in Human Resources or customer service environment preferred.
• Prior experience with Workday HCM or similar HRIS is highly desirable.
• Experience working in a Case Management system.

Responsibilities

• Provide superior customer service to employees and managers via the customer portal.
• Support knowledge base management and assist with User Acceptance Testing.
• Maintain process and policy knowledge to assist employees.

Skills

Problem solving skills

Excellent verbal and written communication

Employee experience focus

Data integrity

Process definition

Team collaboration

Tools

Workday HCM

Case Management system

Job description

Responsibilities

• Provide superior customer service to employees and managers of Salesforce via our Basecamp customer portal, and other social channels.
• Support our knowledge base within Basecamp; close knowledge gaps by creating, updating and improving knowledge articles to keep information relevant for employees' self-service.
• Record and supervise all customer interactions using a case management tool responding to inquiries on benefits, time off, compensation, immigration, HR Policy and employee data. Follow through to ensure all assigned cases are resolved and closed timely and appropriately.
• Develop an understanding of Workday as a tool and leverage its capabilities for manager and employee self-service process inquiries
• Maintain appropriate level of process, program, and policy knowledge in order to assist Employees.
• Proactively identify inefficiencies and inconsistencies and collaborate towards an improved and more productive process that enhances the employee and/or manager's experience with the process.
• Assist with User Acceptance Testing for system enhancements.
• Process corrections or transactions not handled through Employee or Manager Self Service in Workday.
• Participate in projects to further improve and modernize ES People Services processes for a seamless employee experience.

Requirements

• 2 years prior work experience in Human Resources or a centralized customer service environment preferred
• Prior experience with Workday HCM or similar HRIS is highly desirable
• Experience working in a Case Management system
• Exceptional problem solving skills with a strong desire for data integrity, process definition, and continuous learning
• Excellent verbal and written communication skills
• The ability to navigate and collaborate with employees through personal circumstances
• Ability to diagnose a problem and lead correction efforts through effective communication and execution
• Superior employee experience focus
• Ability to navigate in a high-paced evolving environment with contending priorities
• Ability to maintain confidentiality in all aspects of job responsibilities
• Appetite for growth and desire to drive process improvements applying technology
• Work effectively in a team setting
• Experience working in HR shared services organization for an established company is ideal