HR Support Center Representative

Spartannash Associates • Grand Rapids, MI

231d

About The Position

This role is responsible to be the first point of contact for all associate and leader inquiries via in-bound telephone calls, email messages and chat. This role uses a case management system to manage and resolve inquiries and issues and escalates situations based on complexity or transaction requirements. Our representatives provide an excellent associate experience by resolving issues quickly and meeting/exceeding service level agreements (SLAs). Must be able to work out of our Byron Center office 2-3 days a week.

Requirements

• Associate degree (Required) in Business Administration or equivalent combined education and experience required.
• Two years' experience in customer service, Human Resources, or related field/discipline.
• Experience entering or managing data in a Human Resources system such as Workday (preferred), PeopleSoft, Lawson, etc.
• Call Center or Shared Services experience preferred.
• Ability to handle confidential information with great sensitivity.
• Passion for delivering world-class customer service with focused attentiveness and responsiveness to customer needs.
• Ability to manage multiple tasks requiring rigorous and meticulous attention to detail.
• Ability to manage multiple changing priorities.
• Excellent written and verbal communication skills, organizational skills, and initiative to improve processes.
• Demonstrated ability to take ownership of projects and tasks.
• Ability to make decisions within established guidelines.
• Strong partnership skills: Must be able to work with others to achieve results and seek input to make informed decisions.
• Ability to identify and solve problems using established policies, procedures.
• Proficiency in MS Office (Word, Excel, Outlook).

Responsibilities

• Serve as first point of contact for associate and manager inquiries via phone, email, and chat, related to HR Systems, Payroll, Benefits, Compensation, Talent Acquisition, Performance Management, Learning and general HR policy and procedures questions in a timely and efficient manner.
• Listen, understand, and accurately respond to and resolve inquiries utilizing a standardized intake procedure.
• Take ownership of the associate issue or problem to identify and execute a solution by following established policies, procedures.
• Prioritize issues and escalate situations based on complexity or transaction requirements.
• Use software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution.
• Accountable for 100% of contact transaction documentation daily.
• Provide direction and guidance to associates and leaders regarding self-service options and location of applicable documents and resources.
• Possess an understanding of the HR System applications, Recruiting, Benefits /Leave processes and administration to ensure compliance and reduce company exposure.
• Data entry and data handling as required including creating leave requests and sending medical certifications, corrections to pay and vacation balances, sign-on bonuses, organization goals, severance processing, unemployment, etc.
• Coordinates scheduling of learning, interviews, drug screens and credentialing.
• Ensures accuracy of all transactions.
• Communicates with management on corrections and/or clarifications of job data to ensure policies and procedures are adhered to.
• Manage the maintenance and security of sensitive and confidential data, such as personnel files and other HR data in the HRIS.
• Coordinate new hire first day logistics, I-9 verification (requires local support), etc.
• Maintains a working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
• Drive completion of high-volume, repeatable tasks such as: Audit timesheets for submission and approval and review and validate supporting documentation (legal name changes, associate photo, service dates, location changes, track benefit enrollment process, etc.).
• Additional responsibilities may be assigned as needed.

Benefits

• Robust and competitive Total Rewards benefits package.

What This Job Offers

• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Associate degree