HR Shared Services Specialist

Republic Airways Inc.; Indiana; On-site; USD 42,000 - 64,000; Full time

Job summary

Republic Airways Inc. is seeking an HR Shared Services Specialist to deliver first-line HR support across policy, payroll, benefits, leaves, HRIS, and related processes.

This role functions within a customer-service oriented SSC, handling inquiries via phone, email, or chat and ensuring timely, accurate responses in alignment with service levels. The position emphasizes collaboration with HR teams and other business units, maintaining knowledge articles, and contributing to a superior associate

Qualifications

• High school diploma required; Bachelor's degree preferred.
• Three years of customer experience/university experience.
• Proficiency with MS Office applications especially Excel, PowerPoint, and Outlook.
• Comprehensive knowledge of Shared Services functions, processes, and procedures.

Responsibilities

• Analyze requests to provide face to face customer service.
• Respond to customer inquiries and service requests by phone, email, or chat through the case management system.
• Serve as liaison with other units to ensure case resolution; proactively review cases to meet SLAs.
• Log case notes in the case management system for each customer inquiry or request.
• Escalate issues to customer service leaders or Centers of Excellence.

Skills

Customer service

Analytical skills

Communication

Education

High school diploma

Bachelor's degree preferred

Tools

MS Office (Excel, PowerPoint, Outlook)

Job description

Job Category: Human Resources

POSITION PURPOSE

The HR Shared Services Specialist is responsible for first-line HR support. This position will serve as a resource to assist our associates with a variety of requests in the areas of HR policy, payroll, benefit eligibility/enrollment, leaves administration, HRIS systems and other matters that occur during the employment life cycle. The Republic Airways HR SSC is a customer service organization that provides customer support and transaction services to the Company in the areas of HR, Benefits, Payroll, Travel, and Expense Reimbursement. Success in this position will be based off the ability to utilize our customer service process in partnership with our knowledge base to provide an outstanding customer experience. All members of the SSC are responsible for advocating for customers to improve their experience at Republic Airways.

Responsibilities

• Analyze requests to provide face to face customer service;
• Respond to customer inquiries and service requests by phone email, or chat through the case management system;
• Work as a subject matter expert in the areas of HR, Benefits, Payroll, Crew Expense, Travel, or any function supported by Shared Services.
• Research, troubleshoot, and assist in resolving requests that come in to Shared Services from a variety of constituents in a timely and efficient manner.
• Serve as liaison with other units to ensure case resolution;
• Proactively review cases to ensure Service Level Agreements are met without backlog.
• Assist HR Shared Services Senior with escalated customer inquiries.
• Provide support for questions for other HR Shared Services Specialist.
• Log case notes in the case management system for each customer inquiry or request.
• Escalate issues to customer service leaders or to Centers of Excellence.
• Redirect customers as best as possible for out of scope inquiries.
• Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units.
• Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold Republic Airways values.
• Partner as a subject matter expert to improve knowledge articles.
• Collaborate with supervisor to meet or exceed contact center metrics.
• May also assist and manage day-to-day duties related to badging process.
• Prepare and facilitate New Hire Orientation for all workgroups (pilots, flight attendants, maintenance, corporate, LIFT).
• Conduct audits for Benefits enrollment, onboarding vetting, and HRIS data integrity purposes.
• Review and consistently update Workday support job aids and knowledge articles for Associate self-service needs.
• Rotate in the weekly on-call travel shift for after-hours support to Company Business (COBUS) needs.
• Serve as approver for crew expense reports and work closely with Inflight and Flight Ops leadership for disputes.
• All other duties as assigned.

Qualifications

• High school diploma.
• Bachelor’s degree preferred.
• Three (3) years customer experience/university experience.
• Proficiency with MS Office applications especially Excel, PowerPoint, and Outlook.
• Comprehensive knowledge of Shared Services functions, processes, and procedures.
• Ability to effectively work with employees at all levels of the organization representing the Shared Services & Republic Airways core values.
• Strong analytic, problem solving, judgment and conflict resolution skills.
• Experience handling sensitive matters with tact and diplomacy.

EQUAL OPPORTUNITY EMPLOYER, DISABILITY, AND VETERAN ACCOMODATIONS

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Equal Opportunity Employer, Disability and Veteran Accommodations All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Founded in 1974 and headquartered in Indianapolis, Indiana, Republic Airways is one of the largest regional airlines in North America. Republic operates a fleet of 200+ Embraer 170/175 aircraft and offers scheduled passenger service with 900 daily flights to 80+ cities in the U.S. and Canada. Republic continues to lead the way in innovation and operational excellence for 50 years. The unrivaled work being done by our over 6,000 Associates sets us apart from the competition. We are in an era of growth and untapped potential across the aviation industry. It’s an exciting time to be part of our Company, from corporate positions to the flight deck. No matter your role, your opportunities are elevated at Republic Airways. Republic Airways fosters a culture of trust, respect, care and fun. We believe our people and the passion they bring to their work is what distinguishes us. We work to encourage, support and invest in our Associates both professionally and personally. We live and breathe our Vision, Mission, Culture Statement and Guiding Principles - those words are put into action each and every day at Republic.