Employee Service Center Representative

Agropur•Appleton, WI

11d

About The Position

The Employee Service Center Representative is responsible for accurately resolving first level inquiries pertaining to Human Capital and Payroll (HC/P), while leveraging HC/P technologies and bridging to other HC/P functions as needed. The Employee Service Center Representative has daily interactions with employees and managers from across the organization, as well as with external customers and with the different HC/P functions. Acting as the HC/P point of contact, and by providing a courteous and efficient service, the Employee Service Center Representative has a direct impact on employee experience and HC/P results.

Requirements

Associate's degree in Human Resources or related field required - Equivalent combination of education and/or experience will be considered.
Experience in a customer service environment required.
General knowledge in one or more of the following areas: human capital, compensation, benefits, payroll and tax.
Intermediate computer skills with Microsoft Excel, Power Point, Word, Outlook and field-specific software.

Nice To Haves

Experience in a multi-plant environment preferred.

Responsibilities

Use procedures, policies, knowledge database, other reference materials to answer employees' general HC and payroll questions.
Help and coach employees to navigate through HC/P systems (Workday and Kronos) and continuously encourage self-service.
Troubleshoot issues as necessary.
Answer a range of general questions of low and medium complexity levels regarding HC/P related issues (including compensation, benefits, payroll and tax).
Escalate inquiries requiring specialist knowledge or additional research to applicable Centers of Expertise (COE) and/or other Employee Service Center teams (e.g., payroll, HC/P systems, analytics).
Document all inquiries and issues in the case management tool.
Proactively identify cases whenever possible (unusual calls/emails, trends or frequent customers) that require further documentation and process update from a continuous improvement perspective.
Participate in continuous improvement projects as required.
Manage HC administrative operations, by reviewing and approving transactions and auditing reports.
Work in close collaboration with the other Employee Service Center teams and help support its operations when necessary.
Handle confidential information.
Interact with employees, managers, local HC Operations and COEs to help resolve issues received.