Bilingual HR Service Center Representative

Smithfield Foods•Smithfield, VA

10d•Onsite

About The Position

The Human Resources team is searching for ambitious personnel to join their everyday mission to discover, hire, and retain great talent. These personnel are the conduit for positive employee relations, performance management, and focal point for benefits/compensation. You would be instrumental in achieving Smithfield’s goal to become the #1 consumer packaged goods company in the world! Reporting directly to the HR Service Delivery Manager, this role serves as a member of the HR Service Delivery team. This role provides excellent customer service in the handling of first-tier Human Resources support inquiries from employees and leaders. Inquiry topics are questions or concerns regarding HR policies, practices, tools, and processes. Inquiries will present through incoming phone calls and tickets. The HR Service Center Representative records and tracks issues via the case management tool, tracking from initiation to resolution, and utilizes standard operating procedures to answer questions, redirect callers, and align with the escalation model.

Requirements

Bachelor’s degree in Human Resources, Business, or a similar relevant field from an accredited four-year college or university, or equivalent combination of relevant education and experience, required.
Bilingual proficiency in English and Spanish is required.
Must exemplify consistent superior customer service
Ability to handle conflict.
Strong computer skills, including but not limited to various productivity software, digital communications, digital researching, and troubleshooting.
Strong Microsoft office, email, and internet skills required
Experience using HR software, required
Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
Attentive listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
High sense of urgency for meeting commitments and completing assignments

Nice To Haves

Previous Human Resources and/or Customer Service experience preferred

Responsibilities

Intakes Tier I inquiries via telephone or the case management tool.
Responds to inquiries utilizing training and company-furnished tools and resources.
Documents inquires completely in the case management tool for proper tracking.
Utilizes standard operating procedures and policies as well as knowledge of HR systems and navigation to answer inquiries.
Engages language translation services for non-English inquiries.
Provides assistance in navigating and education on the availability of online HR tools and information available through tier 0 self service functions.
Employs appropriate outreach method to provide answers to the employee.
Follows the defined escalation process for complex inquiries or issues.
Upholds service level agreement metrics for problem resolution timeframes.
Abides by quality guidelines when handling customer calls.
Perform administrative, transactional, and data/records management activities ensuring accuracy of information and necessary approvals.
Stays abreast of changes to policies and practices.
Works independently without the need for continuous oversight.
Ensures employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
Supports the One HR philosophy.