HR Support Center Representative

Corewell Health • Grand Rapids, MI

23h • Onsite

About The Position

Serves as the first point-of-contact for Human Resource related inquiries. Responsible for providing accurate and consistent responses to human resources-related inquiries internal and external customers received via inbound calls. The nature of the work spans all human resources functions including, but not limited to, benefits, leave management, retirement, talent attraction, policies, and procedures. The representative will use a knowledge and case management software platform to ensure adherence to standard operating procedure with regards to recording, addressing, and resolving incoming questions in a timely manner. The role requires collaboration with other departments within HR.

Requirements

• High School Diploma or equivalent
• 3 years of relevant experience
• Customer Service

Nice To Haves

• 1 year of relevant experience
• Related call center experience

Responsibilities

• Provide employees with accurate, consistent and timely responses and explanations regarding HR related questions and issues on policies, processes and procedures, with the goal to solve the question or issue at the first initial contact.
• Provides 100% support via telephony (inbound calls)
• Documents clear and concise summary of interactions, inquiries, and resolutions in case management system (Service Now).
• Utilize critical thinking to assess the level of complexity of incoming inquiries to facilitate escalation as appropriate; recognizes the need to utilize additional resources and facilitates the process when necessary.
• Collaborates with other HR departments to fulfill customer request and ensure root of the issue is addressed.
• Ensures exceptional customer experiences and confirms customer’s understanding of guidance.
• Troubleshoot and resolve issues ranging from simple to complex questions, using relatively thorough knowledge of HR policies and procedures, HR Systems and internal HR processes
• Captures critical information and key points by using exceptional active listening skills and asking appropriate probing questions

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance, pet insurance
• Traditional and Roth retirement options with service contribution and match savings

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED