Senior People Resource Center Representative

H&R Block

1d • $18 - $28

About The Position

A Senior People Resource Center Representative (PRC) is expected to provide exceptional client service. This is primarily achieved through phone, email, and chat communication with inbound callers. Their responsibilities encompass receiving, resolving, and documenting a comprehensive variety of Human Resources (HR) and training support requests. They are also tasked with researching and resolving escalated and complex cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions. A Senior PRC Representative utilizes various data sources to properly analyze a problem, determine the best method for its resolution, document the situation, and present a detailed explanation to the associate. They also partner with leadership to conduct training sessions and peer mentoring for other PRC associates. They serve as liaisons between clients, management, support groups, and the business unit. They closely adhere to a call/case handling and case processing schedule and participate in additional team projects and tasks, as needed.

Requirements

• High school diploma or equivalent
• Ability to apply mathematical operations
• Ability to critically analyze reports
• Ability to handle multiple tasks and projects simultaneously
• Ability to interact effectively with all levels of the company
• Ability to use a systematic approach in solving problems through analysis and evaluation of alternative solutions
• Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams
• Ability to work independently with a high degree of accuracy, thoroughness, and professionalism
• Excellent interpersonal skills to include oral and written communication
• 2 years minimum related work experience

Nice To Haves

• Associate’s degree in business or other related field or an equivalent combination of education and experience
• Experience with Workday, Human Resources Management Systems (HRMS), iCIMs tracking and onboarding, or similar programs and Dimensions or other payroll related systems

Responsibilities

• Answer phone calls and act as a contact for inbound cases to support Human Resources related to Payroll, Tax Training Support, Benefits, and Timekeeping departments; research and resolve complex or escalated cases accurately and within service level agreement (SLA), including partnering with subject matter experts (SME) to resolve client inquiries
• Communicate via various channels, interpret client needs, and use software to find resolutions
• Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally
• Use problem-solving skills to effectively address and resolve associate inquiries including situation analysis, action identification, and appropriate guidance or escalation
• Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations
• Use tools and resources to ensure data accuracy and reasonableness, resolve cases within SLA, and confirm all data sources have been used in case resolution; use critical thinking and problem-solving when the established procedure does not fully address the inquiry as well as resolving complex cases
• Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution
• Partner with management on casework and daily workload to manage personal workload and development
• Provide up-training and peer coaching to other PRC representatives; participate in outbound calling campaigns or internal team projects, as needed
• Participate in on-camera 1:1 and weekly team meetings

Benefits

• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees