Team Member Services Specialist

Boyd Gaming•Las Vegas, NV

About The Position

Provides HR and Benefits Shared Services to Boyd team members consistent with established procedures in order to effectively and efficiently deliver services needed by the team member. Responds to and processes requests for information and transactions related to one or more areas of HR/Benefits specialization. Responsible for adhering to established service standards and performance metrics for all activities and ensuring services delivered are consistent and in alignment with established Service Level Agreements. Demonstrates a commitment to providing excellent customer service to our team members via telephone, email, the ServiceNow portal (a ticketing and case management system), and other channels. Records and tracks customer interactions using ServiceNow and other provided tools. Assists team members by listening empathetically to concerns; managing and handling each case in a sensitive and confidential manner. Educates team members on relevant aspects of processes, policies and procedures in area(s) of specialization (e.g., leave administration, workers’ compensation, and/or ADA accommodations). Keeps team members regularly informed of the status of the case. Reminds the team member of his/her obligations to ensure timely and accurate handling of the case. Ensures complete and effective communication with stakeholders, including Property and Corporate Human Resources teams, Benefits, Payroll, and Third Party Administrators as required. Provides feedback and recommendations for continuous improvement to supervisors and managers. Escalates questions and issues in a timely manner. Participates in various departmental projects, including but not limited to, system upgrades and testing. Participates in team huddles actively and openly discussing metrics, challenges and opportunities. Performs other job related duties as requested.

Requirements

High school diploma or equivalent
Excellent customer service skills
Strong communication skills, both written and verbal
Ability to work with many different people with different personalities
Strong organizational skills
Multi-tasking ability
Ability to work through ambiguity
Ability to work with a team to create effective departmental strategies and meet team goals
Basic understanding of continuous improvement fundamentals and concepts
Strong computer skills, including spreadsheet and database usage, Excel and Microsoft Word
Ability to maintain confidentiality of sensitive information
Ability to work varied hours, including some evenings and weekends
Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations

Nice To Haves

Bachelor's degree or equivalent
Two years of human resource experience
Previous experience working in hospitality, gaming or shared service center environment

Responsibilities

Provides HR and Benefits Shared Services to Boyd team members
Responds to and processes requests for information and transactions related to one or more areas of HR/Benefits specialization
Adheres to established service standards and performance metrics
Ensures services delivered are consistent and in alignment with established Service Level Agreements
Provides excellent customer service to team members via telephone, email, ServiceNow portal, and other channels
Records and tracks customer interactions using ServiceNow and other provided tools
Assists team members by listening empathetically to concerns and handling cases sensitively and confidentially
Educates team members on relevant aspects of processes, policies and procedures
Keeps team members informed of case status
Ensures complete and effective communication with stakeholders
Provides feedback and recommendations for continuous improvement
Escalates questions and issues in a timely manner
Participates in various departmental projects, including system upgrades and testing
Participates in team huddles
Performs other job related duties as requested