HR Call Center Specialist

Knowledge Management, Inc. • North Charleston, SC

3d • Onsite

About The Position

Knowledge Management, Inc. (KMI) is seeking an HR Call Center Specialist for an ongoing contract position in North Charleston, SC. This role serves as the front line for customer intake and response within the HR Service Center (Tier 1). The specialist will work closely with the Contracting Officer's Representative (COR) and agency personnel to understand and deliver HR services effectively and efficiently. Responsibilities include managing various HR inquiries and processes, utilizing case management technology, and ensuring the safeguarding of sensitive information. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) with a history of providing innovative technology, logistics, and management solutions since 1998.

Requirements

• Active Secret clearance required.
• General knowledge in areas such as Protecting PII, Benefits enrollment/changes, Processing of initial personnel actions, Reviewing and responding to Employee Profile inquiries and requests, Leave administration inquiries/Time and Attendance, Retirement packages/eligibility determinations, Survivor benefits, EOD processing (non-benefits) and check out processing, Security clearances, legal clearances, and badges/renewals, Telework, Work-schedule (alternative and others) requests, Promotion requests, OPF requests, Tenure tracking, Award nomination processing, Payroll resolutions, REA (Re-Employed Annuitants) related cases.
• Personnel who possess the appropriate levels of education, expertise, and experience gained in human resources management offices and operations.
• Personnel trained in using workflow software, Knowledge base software, and case management software.
• Strong competency in MS Outlook, Word, and Excel.
• Ability to work closely with the COR and agency personnel to ensure contractor personnel meet all security and other requirements.

Nice To Haves

• Training in the utilization of GEMS (a Department of State PeopleSoft product) and GTMNext (a Service Now case management system) will be provided, but prior experience is beneficial.
• Training on other IT tools will be provided as needed.

Responsibilities

• Provide Tier 1 HR Service Center support, acting as the front line for customer intake and response.
• Respond to customer inquiries and requests related to PII protection, benefits enrollment/changes, personnel actions, employee profile inquiries, leave administration, retirement packages, survivor benefits, EOD processing, security clearances, telework, work-schedule requests, promotion requests, OPF requests, tenure tracking, award nominations, payroll resolutions, and REA cases.
• Escalate cases within and outside of GTM/TS as needed.
• Utilize case management technology to create, update, and assign cases.
• Create ad hoc reports.
• Communicate with EAS management.
• Upload documents into employees' eOPF.
• Mail documents to Records Information Management.
• Distribute mail.
• Answer phones/calls and create cases as required.
• Safeguard all agency information, ensuring protection from unauthorized disclosure.
• Maintain strict and absolute confidentiality of all information received.

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off (PTO) and holidays
• Group Term Life and Accidental Death and Dismemberment Insurance
• Voluntary Term Life Insurance
• Short and Long-term disability insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed