HR Shared Service Coordinator

Premier Staffing Solution • Normal, IL

3d

About The Position

As a key member of our team, you will serve as the first point of contact for employees, delivering exceptional Tier 1 support across a wide range of HR topics—including benefits, payroll, compensation programs, people systems, and company policies. You'll engage with employees through case management, chat, and occasional in-person interactions, ensuring every experience is helpful, accurate, and positive. You will take full ownership of each inquiry from start to finish—triaging requests, diagnosing issues, resolving or routing them appropriately, and documenting every step with clarity. Timely follow-up and thorough resolution will be central to your approach. In this role, you'll confidently navigate HR systems and case management tools (such as ServiceNow, Workday, iCIMS, or similar platforms) to research questions, process transactions, and maintain accurate records. You'll also contribute to scaling clarity by leveraging response templates and knowledge base articles, while proactively suggesting improvements to keep resources current and easy to use. Knowing when and how to escalate will be critical. You'll apply sound judgment to identify risks and partner with Centers of Excellence (COEs) or People Partners when more advanced support is needed. You'll play an important role in supporting key employee lifecycle moments—like onboarding, job changes, and offboarding—ensuring each is handled with precision, urgency, and care. Success in this role means consistently meeting quality and timeliness standards, including SLAs, customer satisfaction (CSAT), and first-contact resolution goals, all while maintaining strict confidentiality and compliance. Finally, you'll embrace a mindset of continuous improvement—spotting trends, identifying root causes, and recommending process or automation enhancements that make support more efficient and effective.

Requirements

• At least 2 years of experience in HR shared services, People Operations, or a high-volume employee or customer support environment, along with a strong foundation in delivering responsive, people-centered service.
• Comfortable working with HRIS and ticketing systems such as ServiceNow, Workday, iCIMS, or comparable tools, and can quickly learn new technologies.
• Communication style is clear, thoughtful, and empathetic.
• Talent for simplifying complex information, documenting details thoroughly, and tailoring your message to different audiences.
• Exercise sound judgment and handle sensitive information with discretion.
• Attention to detail and commitment to follow-through ensure nothing falls through the cracks.
• Thrive in fast-paced, evolving environments.
• Strong bias for action, prioritize effectively, adapt to changing needs, and see tasks through to completion.

Nice To Haves

• Experience supporting benefits or payroll inquiries
• Creating or maintaining knowledge base content
• Working within contact center or chat-based environments
• Flexibility to support peak periods and shifting schedules.

Responsibilities

• Serve as the first point of contact for employees, delivering exceptional Tier 1 support across a wide range of HR topics.
• Engage with employees through case management, chat, and occasional in-person interactions.
• Take full ownership of each inquiry from start to finish—triaging requests, diagnosing issues, resolving or routing them appropriately, and documenting every step with clarity.
• Navigate HR systems and case management tools to research questions, process transactions, and maintain accurate records.
• Contribute to scaling clarity by leveraging response templates and knowledge base articles, while proactively suggesting improvements to keep resources current and easy to use.
• Apply sound judgment to identify risks and partner with Centers of Excellence (COEs) or People Partners when more advanced support is needed.
• Support key employee lifecycle moments—like onboarding, job changes, and offboarding—ensuring each is handled with precision, urgency, and care.
• Consistently meet quality and timeliness standards, including SLAs, customer satisfaction (CSAT), and first-contact resolution goals, all while maintaining strict confidentiality and compliance.
• Embrace a mindset of continuous improvement—spotting trends, identifying root causes, and recommending process or automation enhancements that make support more efficient and effective.

What This Job Offers

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