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 chat
• Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements
• Escalate unresolved HR customer inquiries, retiree inquiries and requests
• Process data changes in HR systems
• Process org management transactions
• Complete administrative activities related to talent acquisition (e.g., pre-hire due diligence)
• Administer and process new hire information
• Support 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/data
• Conduct research related to specific inquiries
• Process forms and payments
• Execute compliance-related activities
• Understand available standard reports to support customers

Desired behaviors and attributes:

• Strong oral communication, listening, and customer service skills
• Exceptional emotional intelligence and empathy
• Able to work in teams effectively
• Resourcefulness and ability to find answers quickly
• Thorough with responses to inquiries and issues
• Adaptable to different customer types and situations
• Technologically savvy to improve and automate activities
• Knowledge of the full HR operations solution and intersection points
• Ability 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 field
• 1-2 years service center experience with direct customer interaction
• Overall familiarity with HR policies and practices
• Proven time management skills, and a strong sense of urgency
• Ability to quickly comprehend requirements and carry out transactions in accordance with set standards
• Ability to establish effective professional working relationships
• Problem-solving skills and a customer service orientation
• Able to run reports and interpret data to conduct analysis
• Consistent exercise of judgment and escalation as necessary to resolve problems
• Strong work ethic, integrity and personal accountability
• Strong communication and interpersonal skills and a collaborative team spirit
• Proficient use of applicable technology and MS Office
• Demonstrated ability to communicate verbally and in writing
• Multi-lingual fluency:  English (Required) plus one or more of the following:  Spanish, Portuguese
• Limited travel
• May require non-standard work hours

Language Skills & Proficiency

Verbal & Written

English (Must have / High)

Portuguese (Nice to have / Medium)

Relocation Available:

No