CHA Career Center
Posted: 25-May-23
Location: Altamonte Springs, Florida
Salary: Open
Categories:
Internal Number: 23012865
Description
All the benefits and perks you need for you and your family:
- Benefits from Day One
- Paid Days Off from Day One
- Career Development
- Whole Person Wellbeing Resources
- Mental Health Resources and Support
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule: Full Time
Shift: Monday – Friday
Location: Remote
The role you’ll contribute:
The Human Resources (HR) Customer Service Representative is the first point of contact for employees calling into the Employee Contact Center with HR-related questions or issues. The HR Customer Service Representative is charged with quickly analyzing the information from the employee and through system resources to accurately and efficiently provide direction or resolution to the employee or engage appropriate escalation resources for assistance. Specializing in various areas of HR support, such as payroll, benefits, and employee data management, the HR Customer Service Representative will evaluate and resolve issues of moderate complexity and exhibit the highest level of confidentiality. The HR Customer Service Representative is expected to utilize system tools to maximize efficiency and accuracy and follow established protocol to maintain effective and professional documentation of inquiries and resolutions.
The value you’ll bring to the team:
- Support and demonstrate the customer service expectations and achieve relevant performance metrics
- Demonstrate ownership and positive influence over self and team engagement
- Serve as subject matter expert for employee and manager inquiries for assigned functional area
- Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
- Apply documented procedures, policies, and practices to accurately research and respond to calls/cases received
- Utilize sound judgement to make appropriate determinations on resolutions needed
- Utilize tools and resources to perform responsibilites accurately and efficiently
- Escalate requests/issues outside of process or scope for role to HR Specialist and/or Supervisor
- Maintain appropriate documentation in case notes on discussions completed
- Maintain understanding and knowledge of organization HR policies related to functional area
- Maintain current knowledge of federal, state, and local employment law related to functional area
- Document transaction and case status to properly indicate stage of completion
- Produce and maintain functional records and reports
- Meet professional obligations through efficient work habits such as honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner
- Demonstrate patience and ability to remain calm under stressful situations
- De-escalate situations through the use of effective communication techniques and involve supervisor as necessary
- Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality
The expertise and experiences you’ll need to succeed:
EDUCATION AND EXPERIENCE REQUIRED:
- Bachelor’s degree in relevant field or the equivalent in five years’ relevant experience
- Two years of experience in a Contact Center or Human Resources team environment
EDUCATION AND EXPERIENCE PREFERRED:
- Human Capital Management (HCM) and Customer Relations Management (CRM) experience, specifically PeopleSoft
- Experience in a shared services model supporting a large employer
