The HR Employee Experience Representative is tasked with delivering exceptional customer service by managing and resolving HR-related inquiries. This role involves researching solutions, escalating complex issues to the relevant experts, and overseeing the management and processing of HR data and transactions.

Key Deliverables

Serve as first point of contact for HR customer inquiries via various intake channels such as phone and chatUtilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level AgreementsEscalate unresolved HR customer inquiries, retiree inquiries and requestsProcess data changes in HR systemsProcess org management transactionsComplete administrative activities related to talent acquisition (e.g., pre-hire due diligence)Administer and process new hire informationSupport learning administration including managing tracking of manual enrollments and pre-booking requests, managing mass enrollments (e.g. for mandatory trainings) in conjunction with appropriate parties, and managing learner cancellations (including approval of cancellation requests, notifying appropriate parties and managers of capacity and waitlist for training courses that may have restrictions)Audit system/dataConduct research related to specific inquiriesProcess forms and paymentsExecute compliance-related activitiesUnderstand available standard reports to support customers

Desired behaviors and attributes:

Strong oral communication, listening, and customer service skillsExceptional emotional intelligence and empathyAble to work in teams effectivelyResourcefulness and ability to find answers quicklyThorough with responses to inquiries and issuesAdaptable to different customer types and situationsTechnologically savvy to improve and automate activitiesKnowledge of the full HR operations solution and intersection pointsAbility to multi-task and manage different issues at once by providing support over multiple, ongoing chats

Knowledge, Skills, and Requirements:

University Degree or equivalent experience in a related field1-2 years service center experience with direct customer interactionOverall familiarity with HR policies and practicesProven time management skills, and a strong sense of urgencyAbility to quickly comprehend requirements and carry out transactions in accordance with set standardsAbility to establish effective professional working relationshipsProblem-solving skills and a customer service orientationAble to run reports and interpret data to conduct analysisConsistent exercise of judgment and escalation as necessary to resolve problemsStrong work ethic, integrity and personal accountabilityStrong communication and interpersonal skills and a collaborative team spiritProficient use of applicable technology and MS OfficeDemonstrated ability to communicate verbally and in writingMulti-lingual fluency:  English (Required) plus one or more of the following:  Spanish, PortugueseLimited travelMay require non-standard work hours

Language Skills & Proficiency

Verbal & Written

English (Must have / High)

Portuguese (Nice to have / Medium)

Relocation Available:

No