HR Representative - Junior

Open Systems Technologies; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Open Systems Technologies is seeking an HR Shared Services Associate to support U.S. and Puerto Rico associates, handling inquiries on HR policies, benefits, and leaves, and guiding users through HR systems.

You will document conversations in the case management system and escalate complex issues when needed. In this role you will work in a fast-paced environment, maintain confidentiality, and provide excellent customer service while applying ERISA and other regulations.

Qualifications

• High School Diploma or equivalent.
• 1-2 years of relevant work experience.
• Comfort handling a high volume of incoming calls with documentation.
• Ability to multi-task and work in a fast-paced environment.
• Strong communication, organizational and interpersonal skills.
• Exceptional customer service and follow-through.
• Maintain confidentiality and privacy requirements.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Knowledge of HR policies, procedures, and systems.
• Experience handling difficult callers and team collaboration.
• Knowledge retention and recall; resourceful and reliable.

Responsibilities

• Responds to inquiries about HR policies and benefits through multiple contact modes.
• Assists Associates and Managers navigating HR systems.
• Documents summary details of calls and processing in the case management system.
• Escalates/partners on complex issues as required.
• Complies with regulations including ERISA and Sick Policies.
• Develops knowledge of HR subjects using policies and internal materials.
• Cross-trains to support business needs.
• Performs accurate processing of HR transactions in HCM system.
• Performs special projects as assigned.
• Primary contact for HR Regional Office and Distribution Center HR admins.
• Responds to email inquiries.

Skills

Strong communication

Customer service

Confidentiality

Multitasking

Organizational skills

Interpersonal skills

Problem-solving

Education

High School Diploma or equivalent

Tools

Microsoft Office (Excel, Word, Outlook)

Workday

ServiceNow

Job description

Serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR Shared Services. Provides information regarding Company specific HR policies and/or procedures, while complying with organization, State, and Federal guidelines. Inquiries and processing include, but are not limited to, benefits, paid time off, leaves of absence, navigation in HR Systems, and verifications of employment. Develops a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system. Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting a good level of customer service. Escalates complex cases to internal resources, including Specialists, SMEs, CoEs and HRBPs for further research and resolution.

Duties and Responsibilities:

Responds to inquiries including, but not limited to, HR policies and procedures, health and wellness benefits and leaves of absence through multiple modes of contacts (phones, emails, ad hoc reports).

Assists Associates and Managers navigating through HR systems.

Document summary details of calls and processing in case management system.

Escalates/partners on complex issues as required.

Complies with all business, state, city, and federal regulations including ERISA and legislative Sick Policies.

Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.

Cross-trains to support business needs.

Performs accurate and timely processing of HR transactions in HCM system.

Performs special projects as assigned.

Primary contact for HR Regional Office and Distribution Center HR administrators.

Responds to email inquiries.

Required Skills/Experience:

High School Diploma or equivalent experience

1-2 years of relevant work experience

Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting summary of conversation

Ability to multi-task and work in a fast-paced environment

Strong communication, organizational and interpersonal skills

Exceptional customer service and follow-through skills

Ability to maintain confidentiality and apply privacy requirements.

Proficient in Microsoft Office (specifically Excel, Word, and Outlook)

Knowledge of HR policies, procedures, and systems

Experience with handling difficult callers/situations

Experience working on a team, and remaining flexible and reliable

Knowledge retention and recall

Self-sufficient utilization of resources

Preferred Skills/Experience:

Workday or ServiceNow experience

Leave of absence experience

List specific jobs which could prepare an individual for this job:

HR Representative in a large, fast paced service environment