HR Customer Service Rep

eTeam; Minneapolis (MN); Hybride; USD 25 000 - 33 000; Temps partiel

Avantages offerts par ce poste

Hybrid schedule after training

Résumé du poste

eTeam in Minneapolis, MN is seeking an HR Customer Service Rep for a 3+ month contract. The role is hybrid after training, with a Monday–Friday schedule and training onsite.

You will handle HR, payroll, and benefits inquiries for 70,000+ US/Canada employees, using Workday, and provide high-touch service to employees, retirees, managers, and external clients.

Qualifications

• 2-year college or post-secondary coursework or equivalent work experience.
• Strong HR terminology (recruitment, payroll, benefits) and confidentiality.
• Excellent verbal and written communication; customer-service oriented.

Responsabilités

• Respond to inquiries via phone, portal, chat or email with HR case documentation.
• Educate employees on HR services and self-service tools.
• Research and resolve inquiries within service levels; prioritize urgent requests.
• Document inquiries accurately and escalate when needed.
• Utilize HR systems including Workday and Employee Portal for accurate resolutions.

Connaissances

Communication

Customer service

HR vocabulary

Workday

Multitasking

Formation

2-year college coursework

Outils

Workday

Description du poste

Job Title: HR Customer Service Rep

Location: Minneapolis, MN 55402 (Hybrid after training)

Duration: 3+ Months Contract, with possible extension

Work Schedule: Monday through Friday, 9:00 AM - 5:30 PM CST First 5 weeks of training will be fully onsite After training, hybrid schedule available: 3 days onsite and 2 days remote

Parking - Does have access to public light rail and city bus. If you use the Iparkit app it helps, find parking and the rate range from $8-$10/day

Interviews -- 1 panel interview via Teams, possible 2nd in person

Purpose: Provide first point of person-to-person “high touch” customer service to employees, retirees, managers, line of business HR and external clients.

Scope: Offer prompt, courteous customer service regarding HR, payroll, and basic benefit inquiries and issues to over 70,000 U.S. and Canada based employees.

Ideal Candidate Profile

The successful candidate will have experience in a fast-paced customer service or contact center environment, strong HR vocabulary and knowledge, experience navigating HR systems such as Workday, and a passion for helping employees resolve questions and concerns through outstanding customer service.

Areas of Responsibility

• Respond to inquiries on administrative procedures and practices via multiple channels such as phone, HR employee portal, chat or email. Utilize HR case management system to document and escalated as needed following the appropriate processes.
• Educate employees on HR Services and self-service tools available to them such as the HR portal and other systems as needed.
• Research and resolve inquiries within defined service levels. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Probe cases to determine root cause of the issue or question in order to provide accurate resolution or diagnose appropriate escalation.
• Accurately document inquiries and answers provided.
• Utilize multiple online systems and data sources to perform research to ultimately resolve inquiries.
• Work independently on most routine tasks.
• Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
• Understand and utilize HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management.
• Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.

Core Behaviors

• Agility & Innovation: Adapt quickly to changing priorities; create new and better ways for the organization to be successful
• Collaboration: Build partnerships and promote a culture of teamwork to drive.
• Customer Centricity: Build strong customer relationships and deliver customer centric solutions
• Drive for Results: Hold self and others accountable to consistently achieve meaningful results
• Ethics & Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity
• Inclusion: Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged
• Talent Development & Engagement: Create a climate where people are motivated to help the organization achieve its objectives
  

Minimum Qualifications

• 2-year college or post-secondary course work in related field or applicable work experience.
• Strong PC skills, preferred experience working in Workday.
• Established vocabulary of general HR terminology (recruitment, payroll, benefits)
• Strong verbal and written communication skills
• Excellent interpersonal skills with and a customer service approach to problem solving.
• Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information
  

Preferred Qualifications

• Bachelor’s degree
• 3 years of Customer Service experience
• Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits.