Human Resources Services Center Representative - HR Operations

Dartmouth Health; Lebanon (NH); On-site; USD 31,000 - 49,000; Full time

Job summary

Dartmouth Health is seeking an on-site HR Service Center Associate in Lebanon, NH. You will be the first contact for employees, retirees, and managers, handling inquiries about payroll, benefits enrollment, leave administration, and HR policies.

You will open and research cases, provide information, and escalate complex issues to Tier 2 when needed, while maintaining data accuracy and meeting service levels. Candidates should have strong customer service and confidentiality skills.

Qualifications

• Associate's degree with 1 year of related customer service or equivalent.
• 1 year of experience in a Human Resources setting preferred.
• Excellent critical thinking and interpersonal communication skills.
• Exceptional customer service and interpersonal skills to build relationships.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Ability to prioritize work and meet deadlines.
• Proven ability to handle confidential and sensitive information.

Responsibilities

• Responds to inquiries from employees, former employees, retirees, managers, and other stakeholders regarding lifecycle events from hire to retire (payroll, benefits enrollment, leave administration, compensation, HR policies).
• Provides information and resolves issues; supports other HR programs (tuition assistance, adoption assistance).
• Escalate complex issues to Tier 2 level support for investigation and resolution.
• Contribute to the improvement of HR Service Center processes and resources.
• Performs data processing for benefits enrollment, status changes, compensation, and other HR forms.
• Opens a case for every inquiry and researches to resolve.
• Ensures accuracy and responds within service level guidelines.
• Interacts with vendors and HR departments to close cases or escalate appropriately.
• Provides education and enrollment assistance to new hires and open enrollment participants.
• Maintains data systems and coordinates onboarding/termination activities.

Skills

Customer service

Interpersonal communication

Discretion/confidentiality

Prioritization

Teamwork

Education

Associate degree

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Overview

Through the case management system and onsite presence serves as the first point of contact and voice of HR, assisting current and prior employees, managers, retirees, and stakeholder inquiries regarding all HR questions. Obtains and provides requested information or takes action to research, resolve, refer or elevate issues. This position works onsite in Lebanon, NH.

Responsibilities

1. Responds to inquiries from employees, former employees, retirees, managers, and other stakeholders inquiries regarding life-cycle events from hire to retire (i.e. payroll, benefit enrollment and maintenance, leave administration, compensation, and HR policies and procedures).
2. Provides information and resolves issues or problems. Supports other HR programs (i.e. help loan, tuition assistance, and adoption assistance programs.)
3. Escalate complex issues to Tier 2 level support for further investigation and resolution
4. Contribute to the improvement of HR Service Center processes and resources
5. Performs data processing for benefits enrollment, status changes, compensation, and other form processing for HR division.
6. Opens a case for every inquiry, including those that can be resolved during the first call/e-mail, as well as inquiries that require substantive research for a response.
7. Ensures accuracy in processing and responds within service level guidelines.
8. Escalate complex issues to Tier 2 level support for further investigation and resolution
9. Contribute to the improvement of HR Service Center processes and resources
10. Provides education, information, and enrollment assistance to new hires and newly-eligible employees and participates in the open enrollment processes.
11. Interacts with internal and external resources, including vendors and all HR departments to furnish or obtain information to close cases or elevate appropriately. Utilizes databases to research and resolve cases
12. Provides administrative support for HR division, including maintaining data systems, coordinating on-boarding and termination activities, and mid-year changes.
13. Performs other duties as required or assigned.

Qualifications

• Associate’s degree with 1 year of related Customer Service experience or equivalent in education and experience required.
• 1 year of experience in a Human Resources setting preferred.
• Excellent critical thinking and interpersonal communication skills required.
• Exceptional customer service and interpersonal skills to build positive relationships with employees at all levels.
• Well-developed team skills, unquestioned integrity, and the experience, confidence, and presence to effectively handle interpersonal relationships and sensitive HR issues.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook required.
• Must be able to take initiative to prioritize work and meet deadlines.
• Proven ability to handle confidential and sensitive information with a high degree of discretion and propriety at all times.

Required Licensure/Certifications

• None

Job Details

• Area of Interest: Secretarial/Clerical/Administrative
• Pay Range: $22.82/Hr. - $35.38/Hr.
• FTE/Hours per pay period: 1.00 - 1.00 - 40 hrs/week
• Shift: Day
• Job ID: 41438

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans.

Dartmouth Health is an Affirative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.