Employee Srvc Ctr Spec- Sr

American Electric Power•Abilene, TX

1d•$26 - $93,189•Remote

About The Position

This role is responsible for being the first point of contact and for all incoming requests for HR inquiries. Requests come in through a ticketing system, or via phone. Issues will be resolved by this role or escalated to others via a case management system. You will utilize standardized information, processes, FAQs, policies, HR knowledge bases, desktop procedures, and other reference materials to assist with inquiries and to perform work. You will be responsible for entering and providing accurate information and data for company employees, leaders, potential candidates, and former employees in the HR systems. This is a single position posted at multiple levels. The qualifications below are based on the Specialist level. Additional skills and experience is required for the Senior level.

Requirements

High school / GED degree required.
Minimum three two years' experience in human resources, business, or analytical type work.
Demonstrated proficiency with computers and computer programs.
Effective communication skills via telephone, email, chat, and in-person.
Must have strong organizational and analytic/problem solving skills.
Must be customer focused and able to express empathy.
Must be willing to adapt and display a positive attitude.
Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule with extra hours as needed; have solid research and follow-up skills
Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.

Nice To Haves

Associate degree in human resources, business management, finance, or a related field, or two to three years of advanced studies preferred.

Responsibilities

Resolve incoming inquiries from various communication channels in real-time with the goal of first contact resolution.
Create accurate and timely escalation cases for other HR groups, as needed.
Process routine system transactions in a manner consistent with established procedures and deadlines.
Handle a high volume of customer inquiries via Workday ticket, phone, email or voicemail.
Update and maintain an employee's system record including tasks such as Address and marital status changes, employment verifications, job changes, promotions, step progressions, status changes, leaves of absences, suspensions, return from leaves, terminations, retirements, active deaths, and severances.
Coordinate Educational Assistance (EA) reimbursement to the company.
Analyze and process all vacation donation requests.
Assist Compensation and Legal in resolving organizational, compensation, and other issues.
Conduct audits and related work.
Perform other duties as assigned.