R10054779 HR Service Desk Specialist (Open)

Location:

Radnor, PA (Airgas HO) - Management

How will you CONTRIBUTE and GROW?

The Service Desk serves as the first point of contact for HR queries from the field. The HR Service Desk Specialist will have direct contact with our associates, assisting them via inbound and outbound phone calls, email, and chat. This position will leverage multiple applications in order to resolve or direct internal customer HR-related questions including benefits, payroll, time keeping, leave, HR applications, personal data, and other related categories. Specialists are expected to meet the team’s service level objectives (SLOs) to ensure quality service in a timely manner. This position is critical in meeting our internal customer’s expectations. A successful HRSD specialist will have excellent customer service skills, be able to think critically, and take ownership of the cases they are responsible for.

• ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

  • Must be flexible to work within the core operating hours of 8am-8pm EST

  • Conduct quality customer assistance to ensure service and resolution expectations are met, to include phone, email and chat support

  • Resolve, refer, or escalate inquiries in accordance with policies and procedures

  • Clearly convey answers, issues, and changes

  • Document inquiry cases flowing into the HRSD via phone, email, chat, or other

  • Follow-up on open cases pending resolution

  • Execute tasks and objectives to achieve service level agreement (SLA) marks

  • Exercise judgment and take responsibility for decisions and actions

  • Identify solutions and suggest improvements to processes which will add value to the business

  • Maintain a general working knowledge of data privacy best practices, with a willingness to learn the applicable HR and payroll specificities

  • Position is expected to be hybrid remote, limited travel may be required

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Are you a MATCH?

• Required Qualifications And Competencies
  Required Education:

  • High School Diploma/GED required. Bachelor’s degree in Business, Human Resources or a related field, or equivalent relatable experience preferred

• Required Length & Type of Experience:

  • 1+ years experience in HR, call center, customer support, or related field preferred

  • Demonstrated ability to identify problems and define their root cause

  • Demonstrated accountability

• Knowledge, Skills & Abilities: 

  • An ability to navigate ambiguity and tackle problems without sacrificing quality of work

  • A can-do, team mentality - no task is too small, and you’re willing to jump in when needed

  • Excellent written and oral communications skills; ability to interact with all levels of the organization

  • Ability to be on the phone for long periods of time, position is a service desk with inbound and outbound phone calls

  • Ability to type efficiently (=> 40 WPM), position is a service desk with inbound and outbound emails and chats

  • Ability to learn and adapt new tools and software quickly

  • Entrepreneurial spirit, self-starter

  • Customer service oriented

  • Ability to maintain confidentiality 

  • Prioritize and manage work tasks and demands to ensure timely completion of activities

  • Attention to detail

  • Share information and expertise with team members

  • Deal with own mistakes and failures in a constructive way

  • Proficient in Google Workspace tools

  • Experience in Cisco Webex Contact Center, Workday and ServiceNow’s HR Service Delivery module is a plus

• PHYSICAL DEMANDS: the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Able to talk, hear, and walk sit: use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; stoop, kneel or crouch.

  • Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus objects required.

  • Able to remain stationary for extended periods of time.

  • May occasionally be required to transverse through office and/or manufacturing locations.

  • Employee will frequently be required to actively listen and exchange information.

  • Employee will be required to observe and assess information received via computer.

  • Requires use of computer, telephone, and related office equipment.

• WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is usually moderate and the work environment is an office setting when not remote
     

EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability

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We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees. 

We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children,  including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates. 

Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees’ dependents, and an Airgas Scholarship Program for dependent children.

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Your differences enhance our performance

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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Equal Employment Opportunity Information
 

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. 

Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company’s written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.

Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at [email protected].

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