HR Shared Services Specialist

Republic Airways•Indianapolis, IN

About The Position

The HR Shared Services Specialist provides first-line HR support to associates on matters including HR policy, payroll, benefit eligibility and enrollment, leaves administration, HRIS systems, and other aspects of the employment life cycle. The role is part of Republic Airways’ customer service organization, which provides customer support and transaction services in HR, Benefits, Payroll, Travel, and Expense Reimbursement. Success depends on using the customer service process and knowledge base to deliver an outstanding customer experience and advocating for customers to improve their experience at Republic Airways. The specialist handles customer inquiries and service requests through face-to-face interactions, phone, email, chat, and the case management system. The position may also support badging, prepare and facilitate new-hire orientation for multiple workgroups, conduct audits, maintain Workday support materials, rotate on weekly after-hours travel support, and approve crew expense reports. The role collaborates with other units and leadership to resolve cases, meet service-level agreements and contact center metrics, and improve the knowledge base.

Requirements

High school diploma.
Three years of customer experience or university experience.
Proficiency with Microsoft Office applications, especially Excel, PowerPoint, and Outlook.
Comprehensive knowledge of Shared Services functions, processes, and procedures.
Ability to work effectively with employees at all levels of the organization while representing Shared Services and Republic Airways core values.
Strong analytical, problem-solving, judgment, and conflict-resolution skills.
Experience handling sensitive matters with tact and diplomacy.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Analyze requests and provide face-to-face customer service; respond to inquiries and service requests by phone, email, or chat through the case management system.
Serve as a subject matter expert in HR, Benefits, Payroll, Crew Expense, Travel, or another function supported by Shared Services.
Research, troubleshoot, and assist with resolving requests from a variety of constituents in a timely and efficient manner.
Liaise with other units to ensure case resolution and proactively review cases to meet service-level agreements without backlog.
Assist the HR Shared Services Senior with escalated customer inquiries and support other HR Shared Services Specialists.
Log case notes in the case management system for each customer inquiry or request.
Escalate issues to customer service leaders or Centers of Excellence and redirect customers when inquiries are out of scope.
Troubleshoot and resolve items within scope and provide detailed information on items escalated to other business units.
Apply policies, procedures, and guidelines appropriately; model strong communication, work ethic, judgment, and Republic Airways values.
Partner as a subject matter expert to improve knowledge articles.
Collaborate with the supervisor to meet or exceed contact center metrics.
May assist with and manage day-to-day duties related to the badging process.
Prepare and facilitate new-hire orientation for pilots, flight attendants, maintenance, corporate, and LIFT workgroups.
Conduct audits for benefits enrollment, onboarding vetting, and HRIS data integrity.
Review and regularly update Workday support job aids and knowledge articles for associate self-service.
Rotate in the weekly on-call travel shift to support after-hours Company Business (COBUS) needs.
Approve crew expense reports and work with Inflight and Flight Ops leadership to address disputes.
Perform other duties as assigned.